Tuesday, September 21, 2021, 12:32 AM
Discover's Chatham contact center has received the best customer satisfaction scores.
A coaching position at Discover Financial Services' new contact center in his Chatham neighborhood has reduced Aaron Curtis' one-hour commute to ten minutes, saving him money on gas and time.
Because of this, the husband and father of two will have more time to spend with his nine-year-old son and two-year-old daughter. He hadn't seen them in three and a half years, when he was traveling to his work as a contact center supervisor at a downtown telecommunications company.
At the Fortune 500 company's newest location, which just reached the 100-day mark last week, urtis is one of more than 100 workers who have been recruited thus far. The company's employees aren't only celebrating the achievement of a major milestone.
The majority of the workers are Black and Latino, with 79 percent of them residing within 5 miles of the contact center, which is located at 8560 S. Cottage Grove in Portland. Because it is located in a disinvested neighborhood, that office is a bit of a unicorn — but it is also a huge success in many ways.
The Chatham center outperforms all other Discover contact centers nationally in terms of customer happiness, as measured by surveys, and is also among the top performers in terms of employee retention.
As part of Mayor Lori Lightfoot's Invest South/West program, his business relocated into a vacant Target store that had been close
The business, which ranks 223rd on the Fortune 500, employs 17,600 people, the vast majority of whom work in contact centers in Arizona, Delaware, Ohio, and Utah.
The Chatham location, which was Discover's first new customer service center in 20 years, also surpassed expectations by receiving a flood of employment applications. More than 1,000 applications for 20 managerial positions were received in less than 72 hours. For 120 agent positions, more over 3,500 applications were submitted.