First-Call Resolution Becomes Imperative

Fest, Glen
August 2008
Bank Technology News;Aug2008, Vol. 12 Issue 8, p1
Trade Publication
The article reports on the need for BNY Mellon Shareowner Services to concentrate on first-call resolution. The move intends to look at the experience from the consumer perspective, rather than the agent's view of a quick and service-delivery perspective. Meanwhile, the company deployed Enkata software, which enables it to determine the man in question called the shareholder services division at least six times a year to request a reissued check to replace the one that has been misplaced.


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