MORE CARDHOLDERS ARE CALLING WITH QUESTIONS

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Thursday, June 14, 2001

MORE CARDHOLDERS ARE CALLING WITH QUESTIONS Card issuers' adoption of customer relationship management techniques has meant more outsourcing to third-party teleservices firms to respond to cardholders calling with questions or concerns. Credit Card Management magazine's annual telemarketing survey found that the number of inbound calls to third-party teleservices firms working for card issuers rose 54% to 182 million last year. This compares with customer-acquisition oriented outbound calling hours, which rose only 7% to 31 million during the same period, the survey found. Credit Card Management, a monthly magazine, is a sister publication of Card Forum. For issuers, this means calling center phone agents are more important than ever, says Robert Schuman, president of Contact America, a San Diego-based telemarketer. "Many local banks are gone. Contact with managers and tellers is gone. For many customers the only interaction is with an ATM," Schuman says. "The only (human) touch point is through the call center." CCM's survey will be published in its July issue.

http://www.cardforum.com/html/news/061401_1.htm

-- Anonymous, June 15, 2001


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