PR - Chase Card Services Wins Call Center Leadership Award

Enkata, a leading provider of on-demand performance and talent management solutions, today congratulates its customer, Chase Card Services, the credit card division of JPMorgan Chase, for winning the 2007 Performance Management Leadership Award from analyst firm Ventana Research. Implementation of the Enkata solution by Chase has allowed the financial services leader to raise the bar of customer experience and improve customer satisfaction.

"Chase is not satisfied with status quo or moderate improvement," said Deb Walden, executive vice president, Customer Care, Chase Card Services. "We are agressively seeking ways to satisfy our customers. Chase is known for outstanding customer service and investment in Enkata has enabled us to address a critical, yet previously challenging determiner of world-class customer service — resolving customer inquiries on the first attempt. We are delighted with the results we are seeing in reduced callbacks, customer satisfaction and employee morale."

With millions of customers placing more than 80 million calls a year, Chase set a goal to deliver more effective customer service and to improve its First Call Resolution. Using Enkata, Chase now has an automated measure of First Call Resolution and is systematically identifying process, policy and employee coaching opportunities to improve the customer experience. Since installing Enkata, Chase has seen a significant improvement in its First Call Resolution, translating into millions of dollars in savings and more satisfied customers.

"Chase has been able to break through the clutter and inefficiencies that are plaguing today’s customer service organizations. This has created a more collaborative and effective environment in its call centers," said Dave Stamm, president and CEO, Enkata. "Enkata has enabled Chase to create a continuous process for improving the performance of its customer-facing employees that helps it to increase customer satisfaction and cut costs. With millions in anticipated savings, and tremendous improvements it has implemented to its call center’s performance, Chase exemplifies the kind of success Enkata delivers to its customers. We congratulate Chase for refusing to settle for industry norms and executing on its vision to provide the highest level of customer experience and services to its millions of customers."