Case Study: a leading U.S.-based credit card issuer lowers wait times and boosts CSAT with iQor's IVR-to-Chat solution

a leading U.S.-based credit card issuer boosts CSAT nearly 7% with iQor

For nearly 20 years, a leading U.S.-based credit card issuer with over 15 million customers has partnered with vendor iQor for BPO services. Faced with rising call volumes and long wait times, the client sought to improve customer satisfaction by offering support options in customers' preferred channels, including alternatives to voice calls.

iQor's solution was to implement an IVR system that offered callers on cell phones the option to switch to chat or SMS, avoiding hold times. The solution leveraged iQor's VALDI analytics and sQan coaching platforms. The results included a nearly 7% higher average CSAT for non-voice interactions, near-perfect QA scores outperforming voice by 5%, and an average wait time reduced to just a few seconds, saving customers minutes during peak volume.