Case Study: Park Group lowers costs and improves customer service with Encoded IVR and self-service payments

Park Group - Customer Case Study

Park Group, one of the UK's largest multi-retailer voucher and prepaid gift card businesses, faced the challenge of managing wildly fluctuating call volumes, especially during the peak Christmas season. To enhance customer experience and improve efficiency, they turned to vendor Encoded for an interactive voice response (IVR) and automated payment solution.

Encoded implemented a flexible self-service IVR system for payments and balance enquiries. This solution successfully reduced call volumes and lowered costs by allowing customers to handle routine tasks automatically. During one measured period, the system received over 230,000 calls, with a significant portion handled without agent assistance. The success led Park Group to extend Encoded's technology to its high-growth flexecash® business, where millions of cards in circulation are now administered by just three staff members.

Park Group

June Potts

Head of Customer Contact