Mastercard is one of the world’s biggest financial services providers and one of the world’s biggest brands. They are an institution. They have customers all around the world, (more than 2.3 billion people carry the company’s cards) and their brand is globally recognised. So, for Mastercard, protection of their brand is crucial. And for their global contact centres, one of the key ways of ensuring this is through their commitment to an excellent customer experience.
With contact centres covering 128 different countries, and 64 different languages, Mastercard handles many millions of calls every day.
Any degradation in their telecoms service, be it a drop in audio quality, or a complete outage, carries a high risk of damage to their customers’ experience and, hence, to their brand reputation. They have a sophisticated telecoms network infrastructure, yet, despite this, there was one problem they were unable to solve. With a large global telecoms footprint, and multiple carriers operating on their routes, it was impossible to isolate where and how degradations in service were occuring.
The carriers all claim they have an offering… where they can measure quality of service, but none of them, that I’ve seen, can measure from in-country - from where the call is originating - to the country of destination, and cross multiple carrier hops.
When presented with Spearline’s solution for automated in-country number testing, Tom was struck by its unique ability to do exactly what Mastercard needed.
“It’s the ability to go in and create those calls... whether I do it 4 times a day, or 24 times a day, I can create a call that simulates a call originating in any given country, terminating where I want it to go, and I can measure it. I don’t have to wait for a live call,” Tom explains.
Armed with those insights, Mastercard are able to make real-time adjustments to their network. By switching carriers or rerouting calls to a different contact centre as soon as a degradation in service is flagged, their command centre is able to proactively manage the customer experience.
Mastercard runs test calls for contact numbers across every continent in the world, and are finding it easy to deploy testing
“Out of the box, how the tool works... reporting, dashboards … we have not modified anything... It was an easy deployment, easy to use, and easy to implement on our side,” Tom adds.
For us it's not about: 'Did we answer the call faster or cheaper?',
but: 'Was our customer experience (and was the brand) protected because we did not have poor quality of service?'...
That is really what we've got out of the tool.
Tom Hinds, Vice President, Global Contact Center Management
Brand protection - Through proactively managing and maintaining customer experience
Peace of mind - Knowing that faults are detected early and handled, rather than waiting for complaints to filter through
Proactive management of providers - To ensure they’re providing the best quality service, using insights on audio quality and country-by-country benchmarking
Evidence - To implement service level agreement penalties, where quality has dropped below expected levels
A final word
A global name like Mastercard can’t afford to sit by while poor customer experience damages their brand. By proactively monitoring global contact numbers and acting quickly to manage issues, Mastercard are able to take control of the quality of their customer experience.