INGATE

From The Sip Trunking Experts

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

[December 06, 2012]

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

Reston, Va., Dec 06, 2012 (PRWeb.com via COMTEX) -- 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 http://hub.am/TAH5X8.

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(TM) 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 http://www.contactsolutions.com ### Read the full story at http://www.prweb.com/releases/2012/12/prweb10209650.htm PRWeb.com

[ Back To SIP Trunking Home's Homepage ]

Loading
Subscribe here for your FREE
SIP TRUNKING enewslettter.

Featured Partner


Featured Whitepapers

SIP Security for the Enterprise
Voice over IP (VoIP) is incorporated into a variety of computer networks, both public and private, and used for everyday transactions and communications among carriers, businesses, government agencies...

Making A Broadband Purchase Decision
Businesses today have many options for broadband connectivity. Clarifying your particular business needs prior to selecting a broadband provider will ensure an optimal match of broadband service to your requirements.

Voice-Optimized Network Delivers Premier Call Experience
Customers equate call quality with business quality. Real-time communication, interpersonal interaction, and the cordial tone of a call center representative can create a positive impression of your business that no email can match.

Featured Case Studies

Business Telecom Expenses Reduced 50%
A small to medium sized company in the midwest was interested in migrating to IP Communications, but in today's economy, they were hesitant to upgrade their communication system due to their perception that the cost would outweigh the benefits.

Multi-State Company Cuts Telecom Costs 50%
A multi-site, multi-state company with extensive monthly long distance fees and toll-free charges did not have adequate broadband for Broadvox SIP Trunking requirements, nor did they have a SIP enabled telephone system.

Discover Leisure Connects Remote Users to its IP-PBX
Discover Leisure is one of the largest resellers of caravans and motor homes in the UK. With 15 branch of?ces all over the country, the company spent a great deal of money every month just on internal phone calls.

Featured eBOOKS

Internet+: The Way Toward Global Unified Communication
Connecting the telephony of the enterprise PBX or Unified Communications (UC) system using SIP trunks instead of conventional telephone lines has been very successful in recent years.

What is SIP Trunking? Edition 2
SIP trunking is becoming more of a focus for service providers. One key issue many service providers face when deploying SIP trunks is NAT, or Network Address Translation, traversal.

What is SIP Trunking? Edition 1
A vast resource for information about all things SIP - including SIP, security, VoIP, SIP trunking and Unified Communications.

Featured Videos

Broadvox VAR Testimonial VAR 1:
Part 1 of the VAR (Value Added Reseller) Partner Program Testimonials for Broadvox...

E-SBCs AS The Demarcation Point:
Ingate's Steve Johnson talks to Erik Linask about the role session border controller plays as the demarcation point at...

Demystifying DPI
How can deep packet inspection protect your SIP traffic as well as your entire network?

Featured Resources

Partner Program Overview:
Over 4,000 VARs, Master Agents, Solution Providers, and Independent IT Professionals trust Broadvox. We offer customized services and solutions to fit seamlessly into any company's business model. And when you partner with Broadvox, every member of our team stands behind you and your customers 100%...

SIP Trunk UC Summit

What's New

Presenting the New Ingate/Intertex Website:
Internet+ is an extended Internet access allowing high quality SIP (Session Initiation Protocol) based real-time person-to-person communication, everywhere and for any application. It applies to both fixed and mobile networks ...

Featured Blogs

Featured Webinars

Secure SIP Trunking:
What You Need to Know

Successfully Deploying Enterprise SIP Trunking:
Tools and Techniques for Overcoming Common Roadblocks

Featured Podcasts

Getting the Most Out of Your SIP Trunks:
Ingate's Steve Johnson and TMC's Erik Linask discuss how best practices forgetting the most out of SIP Trunking services and common pitfalls to avoid.

Featured Datasheets

Ingate SIParator E-SBCs
Adopting SIP is a simple process with the Ingate SIParator, the secure enterprise session border controller (E-SBC). The SIParator makes secure SIP communications - including VoIP,SIP trunking and more - possible while working seamlessly with your existing network firewall.

Ingate Firewalls
Everyone is talking about enterprise usage of VoIP, instant messaging and other types of realtime communications including presence and conferencing.

SIP Trunk Solutions for Service Providers
The award-winning Ingate Firewall and Ingate SIParator deliver a high quality, reliable SIP trunk connection between the customer's IP-PBX and the service provider network, and solve interoperability issues to simplify deployments and support for remote diagnosis of reported issues.