March 10, 2017

Why Chatting is Good for Business

Mission

Visa Cal is Israel’s leading credit card company, with more than 1500 employees and over 2 million credit cards issued. Serving tens of thousands of businesses across the country and responsible for a multitude of multi-touch consumer contacts, Visa Cal’s call center team faced several challenges: excessive handling time, inconsistency in agent performance, and the need to adapt to fast growth in product portfolio and number of card holders. 7-Twenty was asked to provide a solution to improve average handle time (AHT) and overall performance, while focusing on cost per contact.Visa Cal is Israel’s leading credit card company, with more than 1500 employees and over 2 million credit cards issued. Serving tens of thousands of businesses across the country and responsible for a multitude of multi-touch consumer contacts, Visa Cal’s call center team faced several challenges: excessive handling time, inconsistency in agent performance, and the need to adapt to fast growth in product portfolio and number of card holders. 7-Twenty was asked to provide a solution to improve average handle time (AHT) and overall performance, while focusing on cost per contact.

Solution and Work Process

7-Twenty’s Chat solution was implemented to add a written communication functionality to the contact centers. The smart system provides excellent performance in a high density environment, easily integrating with 3rd party systems and enabling the automatic identification of customers logged in to Visa Cal’s website.

In order to enhance the use of written communication, 7-Twenty developed a script that enables customer identification immediately upon commencement of the chat or during the chat. Consequently, the agent can extend the service to issues that request an identification without the need to open a new chat.

Utilizing the fast and smart search in knowledge bases and reports option, the contact center was able to dramatically improve performance.

Result

A year after 7-Twenty’s Chat was implemented, the call center’s hourly output doubled and total operational efficiency improved dramatically. Visa Cal announced 7-Twenty’s Chat as a critical system for the organization and decided to expend its use to other areas of service in order to replicate the success.