One of America’s leading marketers and services of subprime credit cards came to us with several urgent issues.
- They acquired a new credit card product that required a specific IVR
- Their current IVR vendor was unresponsive to needs and time constraints
- They needed to process more calls through automation
- Their call center experienced frequent downtime
- They needed to accept payments by phone
We laid out a comprehensive plan to solve all these first issues within their compressed timeframe.
Improving Call Flow
First, we reviewed the IVR call flow that was necessary for their new card and found several areas of improvement. Using our Compass Automation Platform’s visual IVR designer, we were able to build and showcase those improvements rapidly.
Designing A Call Deflection Strategy
Next, we assessed their automation needs and designed a call deflection strategy as part of the new IVR deployment. This strategy provided several self-serve options to callers at the beginning of the call-flow.
Contact Center Improvements
We also examined their call center situation and planned migration to a new contact center provider while using our carrier redundancy to mitigate downtime. Also, we organized the use of cloud-based contact center software to improve service and performance further.
Payments By Phone
Finally, as part of the initial response to their issues, we integrated our Compass Payments Suite into the IVR and their customer database to allow customers to make payments by phone.
Thanks to our consultative approach to their business, we’ve helped them realize that a “Gold Standard” of customer experience is within their reach. They look to us as their trusted customer experience partner, and we have a full roadmap of updates, improvements, and new features over the coming months and years.
Takeaway
We listened, became a partner for their customers, and are their long-term trusted source for building their “Gold Standard” of customer service.
