IDEAS home Printed from https://ideas.repec.org/p/fip/fedpdp/14-01.html
   My bibliography  Save this paper

Improving experience in the prepaid card industry: a customer service workshop

Author

Listed:
  • Susan Herbst-Murphy

Abstract

Contact Solutions LLC provides third-party contact center support for a number of government-sponsored prepaid card programs, including U.S. Treasury?s Direct Express. One of the explicit objectives of these programs is to link previously unbanked individuals with access to electronic banking services. With little prior experience as banking consumers, these individuals exhibit usage and behavior patterns, including their consumption of customer service, that differ from those of customers more familiar with financial services. This has presented some new challenges for contact centers. Contact Solutions executives facilitated a Payment Cards Center workshop during which they described some of these challenges and discussed how contact centers are responding.

Suggested Citation

  • Susan Herbst-Murphy, 2014. "Improving experience in the prepaid card industry: a customer service workshop," Consumer Finance Institute discussion papers 14-1, Federal Reserve Bank of Philadelphia.
    • Handle: RePEc:fip:fedpdp:14-01
    as

    Download full text from publisher

    File URL: https://www.philadelphiafed.org/-/media/frbp/assets/consumer-finance/discussion-papers/dp14-01-prepaid-cards.pdf
    Download Restriction: no
    ---><---

    More about this item

    Keywords

    Contact center; prepaid cards; interactive voice response; underbanked consumers; customer-operator;
    All these keywords.

    JEL classification:

    • D1 - Microeconomics - - Household Behavior

    NEP fields

    This paper has been announced in the following NEP Reports:

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:fip:fedpdp:14-01. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Beth Paul (email available below). General contact details of provider: https://edirc.repec.org/data/frbphus.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.