AccountNow Reports Major Call Volume Shift with VoltDelta (Feb. 28, 2013)
Feb. 28, 2013
Customer service is in the news for the second time this week as prepaid card provider AccountNow Inc. reported that more than 90 percent of its call volume is now resolved in the automated system rather than via live agent. The increase follows AccountNow’s move to VoltDelta for customer service 18 months ago.
As Paybefore reported earlier this week, converting just 5 percent of agent calls to IVR can increase a program manager’s gross margin by 20 percent, according to Justin Lemrow, director of continuous improvement at customer service provider Contact Solutions, who presented at a recent Federal Reserve Bank of Philadelphia Payment Card Center workshop.
VoltDelta provides a combination of IVR technology, voice user interface design expertise and virtual contact center infrastructure supporting massive call volume, according to the announcement.
AccountNow cited the VoltDelta platform’s scalability as another key asset, given seasonal call volume fluctuations and episodic increases. “We needed a more robust infrastructure with the scalability to handle sudden and massive spikes in volume,” said Jenn Cordeiro, director of operations, AccountNow.