Case Study: Leading Credit Card Issuer achieves scalable bilingual customer service and zero external complaints with Aptara

Leading Credit Card Issuer - Customer Case Study

One of America’s leading issuers of Visa and MasterCard cards that specializes in helping customers establish or rebuild credit needed a partner to support an expanding, global customer base with bilingual phone and chat CRM. The company required efficient account response, 24/7 payment acceptance, clear explanation of express payment options, improved conversion and closing ratios, quick problem resolution, online chat support for web payments, and the ability to handle substantial offline transaction volume.

Aptara mapped existing operations, fixed workflow gaps, standardized protocols, implemented tiered service using legacy systems, and delivered custom CRM agent training backed by SLAs (AHT, ASA, quality, abandon and conversion metrics). The program grew from 25 to 250 bilingual agents handling express payments, live chat, lost/stolen cards, fraud reporting and 15,000–20,000 monthly back-office transactions, achieved 100% call recording with 90‑day retention and a 98%+ quality score, and maintains results through regular calibration, complaint tracking and monthly client reviews.