Using the Voice of the Customer to Benchmark, Track, Consult and Recognize Performance to Improve First Call Resolution and Customer Retention
Using the Voice of the Customer to Benchmark, Track, Consult and Recognize Performance to Improve First Call Resolution and Customer

Call Center World Class Call Certification Recipient Registry


Capital One (High-Spend Department)

Call Center World Class Call Certification for 2009

Capital One (High-Spend Department)

Call Center World Class Call Certification for 2009 - Capital One (High-Spend Department)

Capital One (High-Spend Department)

Company Description

Capital One is a diversified bank that offers a broad array of financial products and services to consumers, small businesses and commercial clients. A Fortune 500 company, Capital One has one of the most widely recognized brands in America. As one of the nation’s top 10 largest banks based on deposits, Capital One serves banking customers through branch locations primarily in News York, New Jersey, Texas, Louisiana, Maryland, Virginia, and the District of Columbia. It is an enormous provider of credit cards in the United States and Canada.

Call Center Description

  • Call center seats total approximately 4200
  • Serves customer inquiries covering all aspects of their credit card service

SQM 2009 Awards

  • Call Center World Class Certification (Knolls Transactor - US)

SQM 2008 and Prior Awards

  • FCR Improvement (Knolls Transactor - US) (2008)
  • World Class Customer Satisfaction (Insurance) (2005)