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A health insurer based out of Jacksonville, Florida operates a contact center with 1,800 agents. In order to take payments securely from its customers, these agents had to transfer the caller to a third-party payment IVR.
The contact center noticed that a high volume of callers – their patients – were not completing the payment and their customer satisfaction scores were declining.
This was clearly a direct result of this awkward payment process, which also made the PCI DSS audit by their QSA more complicated.
Read this case study to learn how Intrado helped this insurer maintain agent-caller contact throughout a telephone payment and improve customer satisfaction.