JPMorgan Chase & Co. expects to save more than $8 million this year in reduced call center volume, due to a new system it says is helping representatives do their jobs more efficiently.
Deborah F. Walden, the executive vice president of customer care at the New York company's Chase Card Services unit, said the automated system lets the reps see how well they handle customers' calls.
"That translates to improved customer satisfaction, and it improves employee satisfaction as well, because they take more ownership of the data," she said.
Chase Card Services handles more than 80 million calls a year; it began using the call-monitoring system in January in Orlando.
The system, from Enkata Technologies Inc. of San Mateo, Calif., monitors a variety of factors for each agent on each call, including the length of the call.
Some companies provide such information to managers, but Chase Card Services make it available to every agent, she said.
"We immediately saw the performance improve," she said. "They were asking for help on handling this type of call or that type of call."
When agents have details about how they handle specific types of calls, "they can see where they need to focus, and managers can see where they need to focus."
David A. Stamm, Enkata's president and chief executive, said first-call resolution delivers measurable return on investment by eliminating redundant work and follow-up calls. "That's the most tangible ROI you can have in a call center."
