Contact Solutions Releases Prepaid Customer Service Strategy Whitepaper at Power of Prepaid

Whitepaper examines role of IVR in contact center cost containment tactics

Jun 27, 2013, 03:00 ET from Contact Solutions

RESTON, Va., June 27, 2013 /PRNewswire/ -- A whitepaper released today at the Network Branded Prepaid Card Association's Power of Prepaid event addresses the high costs prepaid providers face when implementing customer service solutions. The whitepaper, "Voice of the Prepaid User: Roadmap for Creating an Effective Customer Service Strategy," examines the profile of the prepaid cardholder's service demands and is based on data from Contact Solutions, a leading cloud-based customer self-service solutions provider.

"With this whitepaper, we set out to demonstrate the importance of IVR within customer experience strategies for prepaid providers," said Justin Lemrow, Director of Continuous Improvement at Contact Solutions and author of the whitepaper. "When you examine the data, it becomes clear that prepaid customers are vastly different in terms of their channel preferences and customer service needs than the average banking and credit card customer. These differences mean it's more important than ever to examine the voice of the customer and provide them the service options they crave."

Key ideas discussed in the whitepaper include:

  • Customer service as a competitive differentiator in the prepaid industry
  • Understanding the customer journey, including prepaid caller goals and actions
  • Contact center cost considerations: live agents vs automated response
  • Managing profitability in the contact center with automation
  • Creating a preference for self-service

"Voice of the Prepaid User: Roadmap for Creating an Effective Customer Service Strategy," can be downloaded for free here.  

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.

Contact Solutions' Continuous Improvement Methodology™ has improved the customer experience for every client — with an average CX rating increase of more than 27 percent — 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

SOURCE Contact Solutions