Mastercard Closes the Engagement Capacity Gap with Verint [2021]

Mastercard uses Verint Engagement Management to ensure its customer interactions are handled the same each time. Whether it’s through email, chat, voice or social media channels, Mastercard can provide a consistent experience, immediate feedback, and the knowledge needed to efficiently and effectively address customer inquiries.
As a result, Verint has helped Mastercard reduce escalations, closing the gap on handle time and first call resolution.

Dashboards via the Verint solution provide Mastercard’s agents and call center leadership with greater visibility into key metrics such as average handle time (AHT), quality scores, attendance, and more to help improve and optimize performance.

Furthermore, in partnership with Verint, Mastercard accelerated training and onboarding for new agents from six weeks to two weeks, which has helped lowered attrition rates dramatically to under 2%.

When the pandemic hit, Verint helped Mastercard move call centers within minutes, not hours or days. Mastercard is a global pioneer in payment innovation and technology connecting billions of consumers, issuers, merchants, governments, and businesses.

If you would like to learn more about how Mastercard is experiencing Boundless Customer Engagement, please visit http://www.verint.com.