Contact Solutions Releases Case Study for Colossal Prepaid Program

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Highlights Revolutionary Prepaid Card Customer Self-Service Program for 5% of Prepaid Industry

Contact Solutions, a leading provider of cloud-based and mobile customer self-service solutions, today released a case study, “Colossal Large-scale prepaid program achieves 95 percent self-service,” detailing its revolutionary consumer-driven, self-service Interactive Voice Response (IVR) system for a government benefits program that reflects a staggering 5 percent of the prepaid industry by load, with more than 3.6 million active cardholders. The case study highlights Contact Solutions’ successful cloud-based solution that has provided participants with quicker and easier access to prepaid card enrollment and card maintenance services.

Contact Solutions’ IVR service handles more than 150 million inbound calls each year for this program, with call volumes at peak times reaching several million calls a day. Through consumer research and operational metrics the program has proven to be an overwhelming success. More than 95% of callers use the self-service option to receive answers to their questions quickly and easily. Callers that need further assistance are provided a clear path to reach an agent via the IVR, which contributes to a 95% satisfaction rate.

To guarantee self-service that best supports the myriad of card user needs, Contact Solutions provided a number of enhancements to help improve the customer service experience in this government program, well before many commercial card programs have begun to do the same. The case study highlights these differentiators and explains how Contact Solutions has been able to cater to the needs of an enormous and vulnerable population to minimize participant risk, boost convenience and security, and avoid service disruptions while serving millions of participants over hundreds of millions of transactions.

“This client wanted to do something that was unheard of in the prepaid industry several years ago, focus on customer service not as a cost center but as a means to improve customer experience with their program” said Michael McShea, SVP of Marketing and Product Management at Contact Solutions. “Through thoughtful consideration of the immediate and long-term goals of the program, a focus on personalization for the user, and continuous improvement, we’ve been able to deliver an IVR solution that has consistently contributed to extremely high satisfaction rates for everyone involved. These results drive benefits not just to the participants, but for the agency, financial institution and all partners involved.”

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Genesis Neumann
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