I recently had the pleasure of chairing the latest TP Talks webinar. This episode featured Scott Horace, Senior Vice President, Global Contact Center Management at Mastercard. Scott was talking on the webinar about Mastercard’s top five best practices for delivering a cost-effective and exceptional customer experience (CX).
This webinar was a great insight into some of the biggest CX challenges Mastercard has faced, and with such a global operation, the scale of their operation exceeds most. Mastercard has over 11,000 employees, supports over 150 currencies in 210 different countries and processes almost 50 billion transactions each year, so there is clearly a strong focus on the customer experience.
But Scott’s team and approach to CX is fairly new. The team was built just four years ago because the business model and relationship with different parts of the value chain had all been built up and added to since 1966. It was clear they needed to take a new approach by focusing on the experience of the Mastercard customer.
The summary of best practices was a great insight into Scott’s approach to excellent CX in 5 clear steps:
1. Be Picky; align only with partner companies and suppliers that can align with your values and service requirements.
2. Be Mobile; be willing to move your business around. The regulatory environment and other macroeconomic factors can change, so don’t be afraid to be mobile and ready to work anywhere in the world.
3. Be Visible; even if your suppliers are doing most of the work, make sure your team is also working closely with them to ensure that the day-to-day is under control. It might mean that you are a tough client, but it will mean you deliver a great CX.
4. Be Consistent; it doesn’t matter which currency is used, or which language the customer uses, or the channel the customer is using, we always want them to feel they are speaking to Mastercard and the experience is great.
5. Be Persistent; Everyone is working together with Key Performance Indicators (KPIs) as the target. Always make sure that these are clear and agreed and make good sense. It’s not just that you can hit the KPIs, but how you do it too.
In Scott’s talk, he suggested that Mastercard is a high-maintenance client. I spoke to this point during the webinar by explaining that when the supplier and client are working very closely together, it can be better described as being more involved in the outcome for customers. Some clients rely almost exclusively on the KPIs alone, but Mastercard is very aligned with all their suppliers, and for the area of CX that Scott described, this is true for our team at Teleperformance.
This alignment makes the team work as one towards a single vision of CX. Scott went on to elaborate that transparency between a client and supplier is really the key to creating a true partnership. I think the alignment between teams that Scott talked about as a key ingredient of CX success can actually be summarized as partnership. When the client and supplier know that they can only both succeed by being open and working together, then it creates a great working relationship that encourages success for the businesses and better service for the customers.
To hear more from Scott, including Q&A with the webinar participants listen to the full TP Talks webinar again. To replay the entire TP Talks webinar please click here. Click here to access a free copy of the Teleperformance ebook “Curating the Customer Experience.”