Argo Marketing Group | 05-22-2014 | Vol.10

Chargeback Management:

Expert Answers to Common Questions

Argo Marketing's Chargeback Management team employs an overarching strategy aimed to prevent and dramatically reduce the number of chargebacks filed. While not all chargebacks can be prevented, they can be managed successfully and reversed at an extremely high rate. In this article, Tracy Barnies, Argo's Chargebacks Manager, offers valuable insights to commonly asked questions about chargebacks. Read more...

Recent Articles

How to Increase Employee Morale
In a world where we're constantly chasing numbers and ensuring key metrics are being met, it's easy to get caught up in the chaos of data and consequently view your operations through a strictly analytical lens. Remember, though, that customer care agents are people first and employees second.

The Millennial Generation and Exceptional Service
Today's consumers are ascribed to a culture that demands instant gratification. When consumers engage a brand for customer support, they expect immediate answers, and they want those answers through the contact channel of their choice.

Finding the Right Customer Engagement Center

A customer engagement center is your company's first line of defense in any CRM program. Businesses not only need the customer who is calling, but they need to secure that customer long-term.

Industry Insights Event Recap

Generation Y is moving away from traditional phone support, according to an article on ICMI.com. They prefer electronic messaging, social media, and smartphone apps.

The Call Center Times reports that contact centers in 2020 will be more digital. This will change the way we interact with customers.

Genesys explains in a recent article why transfer rates, abandon rates, and NPS scores are important key metrics to watch.

One of the biggest mistakes call centers make is not incorporating customer feedback into coaching, according to Off Center.

Argo attended the Card Not Present show in Orlando, FL where we learned valuable information about friendly fraud. Friendly fraud occurs when a customer disputes a legitimate transaction, and this accounts for the majority of chargeback cases we represent.

Visa regulations have changed to now accept additional forms of documentation from businesses, including e-mail correspondences, transcription of phone calls, captured IP addresses, and relevant social media activity.

With this additional supporting documentation, we expect to see an increase in reversals on over half of the cases filed under friendly fraud. As always, the importance of quality customer care was also referenced as a significant means to reduce chargebacks. Customers can place orders online 24/7, so they also need to be able to reach customer support 24/7.

What's New at Argo?

Argonauts Come Together for Lee Wesinger

Argo came together as a company and raised $1,550 in donations for an all-expenses paid trip for Lee Wesinger, a valued, long-time customer care agent at Argo, to fly 3,000 miles to California to visit her father, who recently became very ill. See photos here.

Argo Marketing Obtains First Federal Government Contact

The U.S. Department of the Interior selected Argo Marketing Group as the Customer Care Center for the U.S. Geological Survey. This is Argo Marketing Group's first contract with the federal government. Read our press release here.

Brown Bag Lunch: SEO Optimization

Argo's Internet Marketing Specialist, Scott Heidrich, gave a

presentation on SEO optimization and explained why search results are critically important for brands. For example: 93% of online experiences begin with a search engine. Click here to see photos of the presentation.

Jason Levesque Accepts ESGR Patriot Award

Travis Peer, Private First Class National Guard member and a customer care agent at Argo, nominated Jason Levesque, Argo's CEO, for the ESGR Patriot Award. The Employer Support of the Guard and Reserve is an agency within the Department of Defense that promotes the cooperation between civilian employers and their National Guard and Reserve employees. The Patriot Award was awarded on May 14, 2014 by ESGR Volunteer Mike Splane. Congratulations, Jason!

May's Featured Argonaut!

Tess Gionet

Tess joined Argo in January 2014 as our Social Media Manager. She has introduced new social media platforms to our clients and has taken their online social presence to new levels. Thanks for your hard work, Tess!

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