Case Study: One Savings Bank boosts payment efficiency with Encoded IVR automation

One Savings Bank improves productivity and enhances customer experience using an IVR automated payment solution from Encoded

One Savings Bank, a UK-based financial institution, faced a challenge in managing high call volumes in its contact center, particularly during peak times. Their agents struggled to efficiently handle a high volume of routine payment calls, which diverted attention from customers with more complex issues requiring human interaction. To address this, they partnered with vendor Encoded to implement an IVR automated payment solution.

The solution from Encoded automated straightforward payments, allowing customers to self-serve 24/7. This resulted in half of all payments being processed through the IVR system within six months, significantly boosting agent productivity by saving a substantial number of agent hours each month. For the customer, Encoded provided a more convenient payment experience and guaranteed PCI DSS compliance for security. The implementation by Encoded also provided seamless integration with the bank's systems and delivered excellent return on investment.

One Savings Bank