Quote:
Originally posted by L0stMind
Some people are just retarded.
It's a good idea - but I have my doubts that it will work. Does Visa care enough about chargebacks to deal with porn affiliated companies on a daily basis? Even to include this in their training manuals?
I dont think so.
But it is a good idea
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Lostmind, believe it or not, yes. Each chargeback costs us $25, plus wasted time when the charge shouldn't be chargedback. My manager and my department director are very keen on the idea, they just want to hear all the details (methods to check charges, some estimates, etc). At the very least, this will for sure be implemented in my call center, stopping 500-1000 chargebacks a month (not a lot, but better than nothing, right?). And if it works in my call center, then the other two call centers will pick up on it simply because they have to. (We can't have 100 agents telling the customers one thing, and then 200 telling them otherwise, right?). Maybe it won't spread to other banks or Visa International, but it will work at my bank, stopping 1500-3000 chargebacks a month.
Our presentation focuses on mainly on the benefits to the bank in implementing my procedures. Stopping 3000 chargebacks a month saves $75000/month. It also saves time on the phone, allowing us to help other customers with real problems. An average chargeback call takes ~5 mins for the agent taking the call, and then at least 10-15 mins a day for 4-8 weeks for the agent in the chargeback dept assigned to the case. Saving all that time can have many benefits, including reducing wait time for real chargebacks, or even reducing the number of agents needed in the chargeback dept.