Case Study: Bill Pay Call Center achieves 58% more payee/e-bill enrollments and 9% higher customer satisfaction with Fiserv

Fiserv Research Confirms the Value of Personal Interaction in Increasing Bill Pay Adoption

Bill Pay Call Center worked with Fiserv to tackle low consumer adoption of electronic bill payment driven by lack of awareness, misperceptions, and fear or uncertainty. Fiserv applied its Processing Services and Biller Solutions expertise to help the call center encourage customers to enroll in e-bill and electronic bill pay during routine support calls.

Fiserv ran a pilot in which agents delivered personal recommendations about bill pay, and the results were measurable: 58% of callers who were asked added a payee or e-bill, customer satisfaction rose to 98.7 (a 9% increase), customers performed five additional transactions on average during the pilot, and agents received unsolicited positive comments about ease and convenience. Fiserv’s approach demonstrated that personal interaction significantly increased bill pay adoption and usage.