While the prepaid industry looks to improve growth in the coming years, customer service still remains a concern for many of these companies.
In its newly released whitepaper, titled “Voice of the Prepaid User: Roadmap for Creating an Effective Customer Service Strategy,” Contact Solutions looks at the exorbitant costs prepaid providers will have to shell out while deploying customer service solutions.
Like in many other industries, customer service makes or breaks an organization in the prepaid service industry. In fact, the need to provide good customer service is more in this industry. To deliver outstanding customer service, Contact Solutions’ white paper proposes understanding the goals of the customer.
A call center for prepaid services will also have to consider other aspects like the cost of running customer service. Although live agents are preferred by callers the world over, a company will have to look at the cost structure of maintaining live agents and needs to weigh the benefits it will get.
The whitepaper looks at the best practices for six interaction channels, namely, Inbound Interactive Voice Response (IVR) Interactions, Outbound IVR Interactions, Outbound SMS Notifications, Outbound Email Notifications, Chat Interactions and FAX Interactions.
“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.”
In 2011, the company announced that its Northern Virginia data center was not affected by the strong earthquake which hit the nation's capital on August 23, 2011.