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Pre-Paid Debit Card Company Chooses inContact's Hosted Call Center Software

By Chris DiMarco, TMCnet Managing Editor

inContact’s hosted call center options have helped companies of nearly every size reduce the cost of their customer service strategizes and remain competitive in an increasingly hostile business world. Recently the company was selected by a pre-paid debit cards company to provide IVR and voice recognition services for their self service lines. Given the nearly 3 million minutes worth of phone calls the companies self service lines handle per month, the news notes a significant win in terms of revenue potential for inContact.

As the technology behind them has improved, IVRs have gained increasing value in a business’s overall customer service strategy. Though there are still instances where interaction with a knowledgable agent trumps self service, the ability to offer customers quick, on demand information at the fraction of the cost cannot be discounted. The use of IVRs has received renewed focus as agents increasingly move back to American shores and the need for a low cost alternative to skilled agents based here emerges again.

The debit card company’s previous premise-based solution did not allow for the quick IVR path changes that the market demands. This ultimately translated to additional phone traffic to agents in addressing basic concerns. The inContact solution also allows the company to constantly add ports to scale as needed, a prohibitive barrier to growth with the company’s physical IVR deployment.

"In the current crowded and consumer-driven market, even the world's most recognizable brands are losing their differentiation over time," said Paul Jarman, inContact CEO. "In order to drive sustainable business growth over the long term, companies need to differentiate through service. IVR self-service is typically the first touch point customers have with a company, and it's extremely important that it enables them to get what they need as efficiently and as cost effectively as possible."

This company and many like it stand to save on staffing by incorporating a flexible hosted self service software suite to their overall business model.

Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page. Follow him on Twitter @cpdimarco.

Edited by Rich Steeves