Contact Solutions Releases White Paper Examining Customer Experience Best Practices for the Prepaid Industry

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White paper presents a roadmap to better customer experience through cost-effective, self-service solutions in the contact center, with a focus on customer retention and regulatory concerns.

Contact Solutions, a leading customer self-service solutions provider for over 20 million prepaid cardholders , announced today the release of a new white paper titled “Prepaid Customer Experience Best Practices.” The paper outlines specific ways prepaid companies have improved customer experience across six dedicated contact center channels with a focus on self-service solution improvements. At a time when competition in the prepaid market is higher than ever, and regulatory scrutiny continues, improvements to the customer experience can drive higher rates of consumer loyalty while concurrently saving prepaid businesses millions of dollars.

"Formulating a plan to implement these self-service best practices should be on the must-do list of any prepaid company today," said Paul Logan, CEO of Contact Solutions. "This white paper gives prepaid companies simple tools and strategies to improve their contact center, boost the overall customer experience, drive better customer retention and show regulators that this industry is serious about customer satisfaction."

Poor customer experiences are a huge source of wasted money for businesses. Higher customer experience scores will translate to long-term loyalty, which supports strategic business objectives like bolstering brand image and building revenue through cross-sell and up-sell opportunities. Prepaid companies have an opportunity today to set standards for creating a positive consumer experience.

"As a young industry that is maturing rapidly, prepaid companies continue to raise the bar with respect to the features, benefits and overall customer experience for these in-demand products," said Kirsten Trusko, President & Executive Director of the Network Branded Prepaid Card Association (NBPCA), the non-profit, inter-industry trade association that supports the growth and success of network branded prepaid debit cards. "We applaud these practical and implementable best practices for the contact center, which will ensure that prepaid card consumers can easily find help when they need it."

The whitepaper data originated from an analysis of over 2 billion customer care transactions from hundreds of enterprise clients, and over 10 years of data pulled from Contact Solutions' proprietary Continuous Improvement (CI) practice. The CI team used actual contact center metrics from live deployments to compile best practices for the following six interaction channels:    

    1) Inbound Interactive Voice Response (IVR) Interactions
    2) Outbound IVR Interactions
    3) Outbound SMS Notifications
    4) Outbound Email Notifications
    5) Chat Interactions
    6) FAX Interactions

To download a copy of the white paper, visit us at

About Contact Solutions
Contact Solutions invents real customer service. Our patented technology, optimized solutions and culture of continuous improvement deliver a more personalized customer experience. Guaranteed.

Our Continuous Improvement Methodology™ has improved the customer experience for every client — with an average CX rating increase of 27.4% — while lowering costs. This unique model quantifies the customer experience, enabling our clients to continuously improve performance and achieve ROI, year after year. Contact Solutions is one of the top five largest hosted IVR providers in North America and the recipient of the Frost & Sullivan Product Differentiation Award. For more, visit


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Jennifer Tramontana

Genesis Kobos