The V RepublicBy stephous | Decembe

The V Republic
By stephous | December 2012
Zoom InZoom OutPage 1 of 2 Customer Relationship Management Helps Chase Card Services Manage Customer Calls

Q1: what function of customer relationship management systems are illustrated in this case?

Ans: The functions of customer relationship management systems that are illustrated are touch point, which is a method of interaction with the customer such as a telephone, email, customer service desk, conventional mail, website, wireless device or retail store. Another CRM system that is used is an Analytical CRM which includes applications that analyze customer data generated by optional CRM applications to provide info for improving business performance.

Q2: why is the call center so important for chase card services? How could chases call centers help it improve relationships with customer?

Ans: The Call center is so important for Chase Card services because it allows customers with inquiries such as reporting a lost card or checking a balance to easily access a chase representative to answer their questions and fix their problems. The Call centers can improve relationships with customers, because there can be a 24/7 automated call center that can assist customers. Customers will feel like they can be helped according to their schedule and not according to regular walk-in banking hours.

Q3: Describe the problem at chase call centers. What management, organization or technology factors contributed to the problems?

Ans: The problem was that the company’s record keeping did not give an accurate account of current rates of first-call resolution. Other factors that contributed to the problem was that chase previously tried tracking first call resolution rates by having agents log the content and results of each call they received. The problem with having agents log the content was the amount of time it took to log each piece of information. There was also no uniform way to log the information, the agents logged whatever information they were able to get out of their...

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Mae'r V Republic
Erbyn stephous | Rhagfyr 2012
Zoom InZoom OutPage 1 o 2 Cwsmer Rheoli Cysylltiadau Helpu Gwasanaethau Cerdyn Chase Rheoli Galwadau Cwsmeriaid C1: pa swyddogaeth systemau rheoli perthynas â chwsmeriaid yn cael eu darlunio yn yr achos hwn? Ans: Mae'r swyddogaethau systemau rheoli perthynas â chwsmeriaid sydd yn darluniedig yn bwynt cyffwrdd, sef dull o ryngweithio gyda'r cwsmer megis ffôn, e-bost, desg gwasanaeth cwsmeriaid, post confensiynol, gwefan, dyfais di-wifr neu siop fanwerthu. CRM system arall a ddefnyddir yw CRM dadansoddol sy'n cynnwys ceisiadau sy'n dadansoddi data cwsmeriaid a gynhyrchir gan ceisiadau CRM dewisol i ddarparu gwybodaeth ar gyfer gwella perfformiad busnes. C2: pam fod y ganolfan alwadau mor bwysig ar gyfer gwasanaethau cerdyn hela? Sut y gallai chases canolfannau galwadau helpu i wella perthynas gyda chwsmeriaid? Ans: Mae'r ganolfan Call mor bwysig i wasanaethau Cerdyn Chase oherwydd ei fod yn caniatáu i gwsmeriaid ag megis adrodd cerdyn golli neu wirio cydbwysedd i gael mynediad cynrychiolydd drywydd hawdd i ateb eu cwestiynau a gosod eu problemau. Gall y Canolfannau galwadau gwella'r berthynas â chwsmeriaid, gan na all fod yn 24/7 canolfan alwadau awtomataidd sy'n gallu helpu cwsmeriaid. Bydd cwsmeriaid yn teimlo fel gellir eu helpu yn ôl eu amserlen ac nid yn ôl cerdded i mewn oriau bancio rheolaidd. C3: Disgrifiwch y broblem mewn canolfannau galwadau helfa. Pa fath o reolaeth, ffactorau sefydliad neu dechnoleg cyfrannu at y problemau? Ans: Y broblem oedd nad oedd cadw cofnodion y cwmni yn rhoi cyfrif cywir o gyfraddau cyfredol o benderfyniad cyntaf-alwad. Mae ffactorau eraill sy'n cyfrannu at y broblem oedd bod hela yn flaenorol wedi ceisio olrhain cyfraddau datrys alwad gyntaf drwy gael asiantau log cynnwys a chanlyniadau pob galwad a dderbyniwyd ganddynt. Y broblem gyda chael asiantau log y cynnwys oedd faint o amser a gymerwyd i gofnodi pob darn o wybodaeth. Nid oedd unrhyw ffordd unffurf i gofnodi y wybodaeth, mae'r asiantau wedi mewngofnodi pa bynnag wybodaeth y maent yn gallu mynd allan o'u ...