Case Study: Onshoring Elevates Customer Experience for Music Pioneer's Credit Card Company

Russell Simmons, record producer, reality TV star and businessman created RushCard a decade ago to provide clients with a prepaid, fee-free debit card option. Simmons, the co-founder of hip hop music label Def Jam and creator of the Phat Farm clothing brand, set out with the goal of better serving consumers who have been excluded due to credit checks, minimum balances and existing bank account requirements.

Mitch Mann, Senior Director of Customer Service at RushCard said, “Our strategy is centered on delivering the best service possible to customers.”

rushcard screenshot

Credit: Rushcard.com

NeoVox Global operates the core of RushCard’s 24/7 call center, fueled by Avaya solutions including Avaya Aura® Platform 6.0, Avaya Aura® Contact Center, Avaya IQ, Avaya SBC and Avaya one-X® Agent.

“When considering Neovox, the fact that they had 100% uptime on the Avaya platform was definitely a factor,” Mann said. Avaya IQ produces real-time reports on a customized dashboard to monitor call volume, hold times, abandon rates, etc. “RushCard has 100 percent visibility into the queue to see real-time data about their account,” said Will Westmoreland, Vice President of Sales at Neovox Global. Avaya skills-based call routing ensures that RushCard customers are connected with the agent who can help them the best. The “whisper” feature delivers a snapshot of the incoming customer call to the agent to increase efficiency.

Most people have experienced a horrible call center interaction at least once in their lifetime. Generally starting with a robot and ending with frustrated yelling into the receiver. Today, RushCard customers can reach a live person 24/7 and get routed to the best agent available. Customer satisfaction scores have shot up over 12 percent overall.  Agents are now 12% more likely to resolve customer issued on the first try.  Average call times are 47 seconds shorter.  What a rush for the contact center manager!

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