What Prepaid Card Companies Need In Call Automation - Plum Voice - ContactCenterWorld.com Blog
High call volumes, call spikes, repeat calls, and the security needed to handle payment transactions over the phone all combine to make call automation particularly complex for companies in the prepaid card industry. Complex and mission-critical.
Getting automation right means putting the customer first so that prepaid companies can maintain brand loyalty by creating a high-quality customer experience.
The Voice of the Company
An IVR is often the first and only point of contact for customers in the prepaid industry. In fact, voice applications handle more customer interactions than call center reps, social media and other communication technologies combined. So making an efficient application that provides an excellent customer experience is crucial.
High Call Volume Handling
High call volumes are a fact of life for prepaid card companies and there is a direct line that runs from IVR performance, through customer satisfaction and call center costs, to a company’s bottom line.
If customers become frustrated by an automated system, they will transfer out of the application to a call center agent. Every time this happens, costs rise because live agents are far more expensive per call than IVRs.
High call volumes compound this problem. More customers calling in, means more callers get transferred to agents. Add fluctuating call volumes and call spikes to the mix and the importance of solid infrastructure to handle these issues becomes clear. The infrastructure needs to automatically scale to avoid overloading the system, dropping calls, or over-taxing agents when call volumes are high.
Call Containment Is King
Fortunately, the majority of calls coming into prepaid call centers are simple in nature. Callers typically are calling to either register their card, or check its balance. For these types of calls, customers want to get in, get out, and get on with their lives as quickly as possible. These straightforward tasks are ideal for automation, keeping the need for agents to a minimum.
However, automating calls isn’t as simple as flipping a switch, and the customer experience plays a huge role in call containment. If callers have a good experience and can easily get the information they want from within the IVR application, then why would they need to transfer out to a live agent? Providing that good caller experience requires forethought, planning, and monitoring to remove friction points and continuously improve voice applications.
Call analytics enable companies to see every menu choice callers make and where callers transfer out. Being able to see the most frequently selected options allows you to optimize your menus, shortening call times and better serving your customers. Along the same lines, if callers are frequently abandoning the IVR at the same point, you can re-evaluate that section to fix the problem callers are running into to help keep them in the application for their entire transaction.
Advanced call analytics give you insight into the customer experience providing actionable data you can use to test changes and update the call flow to improve the caller experience.
Prepaid card companies, and other financial institutions, handle sensitive financial data for their customers, and security breaches undermine customer confidence and loyalty. A vendor that provides the tools needed to handle large call volumes and manage call containment rates, needs to focus on security as well.
To ensure data that secure companies need a vendor that is PCI-compliant with redundant, geographically dispersed datacenters. You want a vendor who can not only share expertise on the design and implementation of voice applications, but on network setup, data security and disaster recovery.
Publish Date: October 13, 2014 5:00 AM
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