EML Achieves 85% Call Containment Rate on Prepaid Card Balance Inquiries with Plum Voice

EML began using Plum Voice technology back in 2004 when the company was operating under the Store Financial Services brand. Now operating as EML, with an expanded global footprint across North America, Europe, and Australia, the company offers a broad portfolio of payment services and payment card programs to process payouts, gifts, incentives, rewards, and supplier payments.

As a leader in the prepaid card industry, most of the phone calls that EML receives are from cardholders who want to check the account balance of their prepaid cards. EML needed a way to streamline card balance inquiries so that cardholders got the information they needed quickly and Client Support Representatives wouldn’t be over-burdened responding to routine requests.

EML chose Plum Voice IVR to automate card balance inquiries for their prepaid card programs. One of the deciding factors in choosing Plum was the fact that Plum’s cloud IVR platform is PCI-compliant. This meant that any financial data remained safe and secure.

EML also tapped Plum’s Professional Services to develop their IVR application. Plum created an application to EML’s custom specifications. Over the years, EML has added more features. For example, the company’s IVR now supports at least seven different languages. When cardholders enter the application, they input their card number and additional security information to verify their account. The IVR application then pings EML’s databases to retrieve the card account balance.

Cardholders have two different ways to access this automated process. They can call the IVR application directly, or they can access it through the EML’s primary customer service number. EML uses another IVR application to route calls for its customer service representatives, and this application gives callers the option to check a card account balance. When selected, callers are transferred to the automated card account balance application.