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Improving experience in the prepaid card industry: a customer service workshop

Author

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  • Susan Herbst-Murphy

Abstract

Contact Solutions LLC provides third-party contact center support for a number of government-sponsored prepaid card programs, including U.S. Treasury?s Direct Express. One of the explicit objectives of these programs is to link previously unbanked individuals with access to electronic banking services. With little prior experience as banking consumers, these individuals exhibit usage and behavior patterns, including their consumption of customer service, that differ from those of customers more familiar with financial services. This has presented some new challenges for contact centers. Contact Solutions executives facilitated a Payment Cards Center workshop during which they described some of these challenges and discussed how contact centers are responding.

Suggested Citation

  • Susan Herbst-Murphy, 2014. "Improving experience in the prepaid card industry: a customer service workshop," Consumer Finance Institute discussion papers 14-1, Federal Reserve Bank of Philadelphia.
    • Handle: RePEc:fip:fedpdp:14-01
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    File URL: https://www.philadelphiafed.org/consumer-finance/payment-systems/improving-experience-in-the-prepaid-card-industry-a-customer-service-workshop
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    More about this item

    Keywords

    Contact center; prepaid cards; interactive voice response; underbanked consumers; customer-operator;
    All these keywords.

    JEL classification:

    • D1 - Microeconomics - - Household Behavior

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