Case Study: a prepaid card providing company achieves lower handling times and higher customer satisfaction with Sutherland Global Services

Prepaid Card Providing Company - Customer Case Study

A prepaid card providing company, a leading US provider of reloadable pre-paid cards, sought to reduce costs and improve its customer experience by transitioning its inbound customer service from in-house to an external provider. The company, which serves a vast network of distribution and reload locations for underbanked consumers, partnered with Sutherland Global Services. Their goals included gaining better forecasting abilities and a wider strategic perspective for their operations.

Sutherland Global Services implemented an end-to-end customer lifecycle management solution, supporting services via voice, email, and fax. Their work included process improvements like refining call flows and agent scripts, building a knowledge base, and implementing rigorous performance management. This solution led to measurable improvements, including a 25% reduction in average handle time, an 18% increase in net promoter scores (NPS), and a 14% increase in customer satisfaction scores for the client.