Call Centers: First-Call Resolution Becomes Imperative

Bank Technology News, August, 2008 by Glen Fest

When BNY Mellon Shareowner Services took a look at its call center tactics, the executive team was on the lookout for typical CSR benchmarks—speedy service, productivity goals and satisfactory resolutions.But when the analysis came back, officials noticed some anomalies. Why, for instance, were five percent of the division’s customers—many of whom were inactive, minor dividend recipients—taking up 25 to 30 percent of contact agents’ time? Why were there so many multiple calls, especially from certain callers phoning in on Fridays…and checking back the following Monday?

“We always tracked multiple calls, but assumed they didn’t get what they wanted the first time,” says Frank Madonna, COO of BNY Mellon Share Owner Services. “We also thought people only needed us when they...

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