Capital One Financial Corp is a U.S. based bank holding company specializing in credit cards, home loans, auto loans, banking, and savings products. A member of the Fortune 500, the company helped pioneer the mass marketing of credit cards in the early 1990s.

Capital One successfully used the Abbott Approach on a multitude projects. These dealt with the entire world wide credit card operations including customer service for thousands of agents world wide, the customer eCommerce help desk, customer fraud protection, back office, recovery, small business cards and others.

Click on the letter below and read about one of the projects. Read the below letter from Chris mastro VP of eCommerce Operations and his explanation of the   eCommerce consumer facing help desk transformation.