How this financial services company assists shareholders by phone. The company has two call centers in Ridgefield Park that take calls from 8 am to 7 pm during weekdays. The larger of the two call centers has 165 seats and assists a variety of individual shareholders and corporate clients. Agents also answer questions about lost securities and certificates. The smaller of the two centers has 125 seats and assists callers who own shares of one particular corporate client of ChaseMellon, a large insurance company that recently underwent a demutualization.
Shareholders vote on an action in a corporation, such as a new CEO or any major corporate event.
The proxy events start with a mailing of literature explaining what it is about. Madonna says that agents usually call individual clients to verify that they received the mailings and that they understand the information the mailings contain. To help ChaseMellon achieve this goal, the call centers are using proprietary software to keep track of clients' communication with the company. Madonna says that the software enables agents to remain knowledgeable about clients and expects the software will reduce the number of follow-up calls from customers. Besides contacting the call center, ChaseMellon's clients can also visit the company's Web site to receive many of the services that are available through the IVR system, such as finding out account balances.