Contact Solutions and Global Payment Technology Provider Improve Customer Experience, Reduce Cost of Prepaid Card Customer Service

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Calls transferred to live agents reduced by 57%, average call length shortened by 22%

Customer satisfaction ratings and cost savings have simultaneously improved since the rollout.

Contact Solutions, a leading provider of cloud-based contact automation solutions, has partnered with a global provider of banking and payments technologies to improve customer experience and transform call center processes, while reducing customer service expenses for financial service transactions. The partners have jointly delivered eight prepaid card customer self-service solutions in the last six months.

Within two months, one of the recent deployments reduced the number of calls transferred to live agents by 57 percent. The solution also reduced average call length by 22 percent, as customers are able to access account information more easily and efficiently. Customer satisfaction ratings and cost savings have simultaneously improved since the rollout.

The Contact Solutions partner provides services for enterprise clients that comprise a variety of consumer financial products including prepaid and stored value cards, credit cards, check processing, and electronic funds transfer (EFT). Each month, millions of consumers call the partner’s contact centers to obtain up-to-date information on their financial transactions. Contact Solutions delivers contact center savings by reducing the number of calls transferred to live agents while continuously improving the customer experience. Contact Solutions’ efforts result in higher customer satisfaction as callers achieve their objectives quickly and easily.

“We are pleased to collaborate with this globally respected partner to deliver better financial customer service solutions that are better for consumers and the enterprises who serve them. We reduce the reliance on expensive and operationally intensive contact center agents with a solution that is more cost effective and creates a better experience for callers,” said Paul Logan, CEO of Contact Solutions. “These results achieved exceed the improvements we predicted based on our deep knowledge of call center best practices and benchmarked performance data from similar applications. We look forward to identifying additional savings and opportunities to improve customer experience as our continuous improvement practice keeps raising the bar on performance for every solution we deploy.”

Contact Solutions’ best practices are derived from detailed analysis of billions of calls from over 500 IVR applications the company has deployed over the last decade. These best practices encompass not only streamlined call flows for customers, but also numerous platform and network improvements such as enhanced data integration, redundant data connections, and sophisticated retry algorithms to ensure rapid delivery of caller-requested information.

About Contact Solutions
Contact Solutions provides customer self-service solutions for large commercial and government enterprises, using patented processes and technologies to continuously improve the customer experience and transform call center processes while reducing expenses. Guaranteed.

Our proven Continuous Improvement methodology has positively impacted customer experience for every client since its inception, delivering an average increase of 27.4% and resulting in higher customer satisfaction at a lower cost. Recognized with the Frost & Sullivan Product Differentiation Award, this unique model quantifies the customer experience, enabling our customers to continuously improve year-over-year performance and ROI. Contact Solutions is one of the top five largest hosted IVR providers in North America. For more information, visit

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Margaret Brown

John Hibel
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