Prepaid Solutions

Quick, Easy, Secure Self-Service

Your prepaid card program pushed revenue over the top. But bad service in your call center may cut margins to the bone. You could save millions by improving CX in your IVR. We can help.

Some Things Are Meant to Be Easy

Prepaid self-service is one of them. Voice, mobile, web, whatever, winning new customers and keeping more of the ones you have calls for quick, easy customer care solutions that comply with regulations, and live up to what consumers expect of your brand. 

Contact Solutions helps you solve that problem with personalized, secure, self-service solutions, based on more than 70 million prepaid interactions per month for over 20 million cards. 

 

 

Tailor Made for Prepaid

Let's face it. it's hard to find self-service solutions tailored specifically for the prepaid industryThe conventional approach is one-size-fits-all customer care. But that just doesn’t cut it anymore, not with today's always-connected consumers.

With Contact Solutions, you’ll get a better customer care solution specifically designed for prepaid customers, including mobile care, fraud protection and personalization.

When you think about self-service for prepaid customers, what comes to mind? Do you think about improving customer experience? Boosting the processing power of your IVR?

Or do you think about what you can do to gain the confidence of knowing that no matter how good or bad customer service is in your IVR, you can always make it better? If you want that kind of confidence, you're in the right place.

Case Study: How this Prepaid Program Found its Mojo

A company in charge of managing operations of the Electronic Benefits Transfer (EBT) system for a Midwestern state’s Supplemental Nutrition Assistance Program (SNAP) for several years called on Contact Solutions to develop and implement a new self-service platform. Its system was initially put in place to provide participating constituents benefits via prepaid cards instead of paper checks.

Over time, managers discovered that consumers enrolled in the program were not using its existing, on-premises Interactive Voice Response (IVR) system to optimal levels, resulting in many costly calls to live-agents that could have easily been handled through a self-service program.

Contact Solutions replaced the existing IVR and built a solution using its cloud-based IVR.  The result of using the cloud-based IVR was a substantial increase in self-service and a 65.9 percent reduction in calls to live agents.  The solution saved the program more than $300,000 per month.

After the initial migration, the Continuous Improvement team, a unique and proprietary service offering from Contact Solutions, began implementing ongoing improvements to the solution to drive consistent increases in overall customer experience. CI improvements were made around several areas for this program:

  • Improved Host Integration: Contact Solutions helped ensure the host provided data to the IVR so that the IVR application, from a caller’s view, was available each and every time they called in.
  • Understanding Caller Needs: Contact Solutions determined that one major issue callers were struggling with was authentication. To address this problem, alternative authentication options such as PIN, DOB or SSN were offered to users trying to access their account.
  • Understanding Caller Goals: Callers wanted to report lost and stolen cards without needing to speak with an agent. Callers also wanted commonly-asked-for benefits information to be easily available. To meet these needs, Contact Solutions made both actions easily available via the IVR system in place.

These observations and improvements helped save the program an additional $252,000 per month – an 84% increase in savings that would not have been realized if the system had been declared “fully optimized” after achieving success at initial deployment.  The CI team continues to undercover and resolve friction points as the program, customer demographics and the business environment evolve and change and the process continues.

Mobile Payments Industry Insights
Friday, August 29, 2014 - 10:00
John Hibel
How In-App Customer Care Can Help Boost Mobile Payments
I recently talked to reporter Bailey Reutzel for an article in PaymentsSource, where we discussed how as more and more consumers make payments via their mobile devices, they are experiencing a...
Federal Reserve Report on Prepaid Cards
Friday, August 15, 2014 - 18:16
Mark Clark
Federal Reserve Releases 2014 Report on Government Administered Prepaid Cards
The Federal Reserve recently released their 2014 report on Government Administered General Use Prepaid Cards. Congress receives the annual reports to learn about the general-use prepaid cards in...

Industry Challenges

Some Things Are Meant to Be Easy

Prepaid self-service is one of them. Voice, mobile, web, whatever, winning new customers and keeping more of the ones you have calls for quick, easy customer care solutions that comply with regulations, and live up to what consumers expect of your brand. 

Contact Solutions helps you solve that problem with personalized, secure, self-service solutions, based on more than 70 million prepaid interactions per month for over 20 million cards. 

 

 

Our Solutions

Tailor Made for Prepaid

Let's face it. it's hard to find self-service solutions tailored specifically for the prepaid industryThe conventional approach is one-size-fits-all customer care. But that just doesn’t cut it anymore, not with today's always-connected consumers.

With Contact Solutions, you’ll get a better customer care solution specifically designed for prepaid customers, including mobile care, fraud protection and personalization.

When you think about self-service for prepaid customers, what comes to mind? Do you think about improving customer experience? Boosting the processing power of your IVR?

Or do you think about what you can do to gain the confidence of knowing that no matter how good or bad customer service is in your IVR, you can always make it better? If you want that kind of confidence, you're in the right place.

Success Stories

Case Study: How this Prepaid Program Found its Mojo

A company in charge of managing operations of the Electronic Benefits Transfer (EBT) system for a Midwestern state’s Supplemental Nutrition Assistance Program (SNAP) for several years called on Contact Solutions to develop and implement a new self-service platform. Its system was initially put in place to provide participating constituents benefits via prepaid cards instead of paper checks.

Over time, managers discovered that consumers enrolled in the program were not using its existing, on-premises Interactive Voice Response (IVR) system to optimal levels, resulting in many costly calls to live-agents that could have easily been handled through a self-service program.

Contact Solutions replaced the existing IVR and built a solution using its cloud-based IVR.  The result of using the cloud-based IVR was a substantial increase in self-service and a 65.9 percent reduction in calls to live agents.  The solution saved the program more than $300,000 per month.

After the initial migration, the Continuous Improvement team, a unique and proprietary service offering from Contact Solutions, began implementing ongoing improvements to the solution to drive consistent increases in overall customer experience. CI improvements were made around several areas for this program:

  • Improved Host Integration: Contact Solutions helped ensure the host provided data to the IVR so that the IVR application, from a caller’s view, was available each and every time they called in.
  • Understanding Caller Needs: Contact Solutions determined that one major issue callers were struggling with was authentication. To address this problem, alternative authentication options such as PIN, DOB or SSN were offered to users trying to access their account.
  • Understanding Caller Goals: Callers wanted to report lost and stolen cards without needing to speak with an agent. Callers also wanted commonly-asked-for benefits information to be easily available. To meet these needs, Contact Solutions made both actions easily available via the IVR system in place.

These observations and improvements helped save the program an additional $252,000 per month – an 84% increase in savings that would not have been realized if the system had been declared “fully optimized” after achieving success at initial deployment.  The CI team continues to undercover and resolve friction points as the program, customer demographics and the business environment evolve and change and the process continues.

Blog

Mobile Payments Industry Insights
Friday, August 29, 2014 - 10:00
John Hibel
How In-App Customer Care Can Help Boost Mobile Payments
I recently talked to reporter Bailey Reutzel for an article in PaymentsSource, where we discussed how as more and more consumers make payments via their mobile devices, they are experiencing a...
Federal Reserve Report on Prepaid Cards
Friday, August 15, 2014 - 18:16
Mark Clark
Federal Reserve Releases 2014 Report on Government Administered Prepaid Cards
The Federal Reserve recently released their 2014 report on Government Administered General Use Prepaid Cards. Congress receives the annual reports to learn about the general-use prepaid cards in...

Industry Insights

  • "Since Contact Solutions has already significantly lowered costs for other prepaid programs, a program manager that fails to include Contact Solutions on the short list has likely made a huge mistake."

    Tim Sloane
    VP Client Services / Director, Prepaid Advisory Service
    Mercator Advisory Group