The CCA Voice - Spring/Summer 2018 - 28

STRUCTURING THE FUTURE

"Calling" All Carriers -
Do You Use IVR?

By Bentley Claudon
Marketing Manager, Paymentus

ho among us hasn't called
their wireless carrier to
check on minute and data
usage, payment history, or to make a
payment via phone? Typically, such
calls happen at the last minute -
perhaps when we realize a bill has
come due, or we suddenly remember
that we forgot to pay a previous one.

A majority of calls to carriers are for
these reasons.
In an age when laptops and mobile
phones are ubiquitous, interactive
voice response (IVR) continues to play
an important role in successful billpay programs. IVR enables carriers
to connect with customers to drive
payments and imprvove customer
satisfaction. Customers can receive
real time information on their account
and carriers can take payments 24/7,
even when locations are closed. With
a good IVR system, customers can pay
their bill in less than two minutes via a
dedicated, toll-free line.
IVR's Role in Today's
Bill-Pay Program
On its own, IVR is an effective billpay tool. Combined with outbound
notifications, IVR is even more
powerful in getting past due balances
current. Customers can receive late
payment reminders via email, text

messages, and phone calls. These
proactive reminders have proven
to be highly effective, reducing late
payments by as much as 50 percent
from the very first use. Customers
appreciate them as well. They prefer
receiving a reminder phone call
rather than being assessed a late fee
or having their service hot-lined for
nonpayment.
Ideally, a PCI compliant, hosted IVR
that includes both inbound IVR and
outbound notifications provides the
most benefit to carriers:
* Alleviates the burden of expensive
hardware and software
* Ensures that security and
compliance issues are met without
your organization having to assume
accordance
* Reduces call volume and frees up
staff to focus on more complex
customer service issues that require
a personal touch
* Boosts customer service response
without hiring additional staff, since
you can reach more customers
(outbound notifications) and
handle more calls and accept more
payments faster (IVR)
* Improves customer satisfaction,
while reducing late payments
* Offers a bilingual voice payment
option
Phone Payments Aren't Going
Away Anytime Soon
Even though IVR is one of the
oldest automation technologies in
the payment industry, usage of IVR
experienced double digit growth last
year. And according to J.D. Power,
nearly 50 percent of customers will call
to pay a bill at least once a year. These
statistics show that having a modern
and intuitive IVR solution can be one
of your best bill collectors.

28 THE 1
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VOICE * www.ccamobile.org * Spring/Summer 2018

01/02/17 1:06 AM


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Table of Contents for the Digital Edition of The CCA Voice - Spring/Summer 2018

Board of Directors/Staff
Chairman’s Letter by Brian L. Spurgeon
A Message from the President & CEO by Steven K. Berry
CCA’s 2017 Annual Achievement Award Winners
Coming Soon to a Phone Near You – eSIM™
Solving the 5G Regulatory Puzzle
Weathering the Storm; Using CCA as a Resource in Emergency Situations
Shifting Marketing Dollars to Effectively Catch Today’s Mobile Audience
The Power of the Private Network
(Infra)-Structuring the Future
Keeping Your Email Marketing Strategy Relevant as Subscriber Preferences Evolve
The Future of Wireless
It’s Just Business: Zero-Latency for LTE-based Mobile Computing Is No Longer a Technical Question
How Mobile Operators Can Maximize the Business Experience with Group Communications and Collaboration
The Critical Role of Cellular WAN Failover in Business: Expand Your Service with Fully Managed LTE Failover
“Calling” All Carriers – Do You Use IVR?
VoWiFi and its Impact on 9-1-1
Five Best Practices for Operating Your Cellphone Repair Shop
Dramatically Improve Your 4G LTE Network by Leveraging 5G Technology
Congressional Spotlight: Senator Maggie Hassan (D-NH)
Index of Advertisers
The CCA Voice - Spring/Summer 2018 - Intro
The CCA Voice - Spring/Summer 2018 - bellyband1
The CCA Voice - Spring/Summer 2018 - bellyband2
The CCA Voice - Spring/Summer 2018 - cover1
The CCA Voice - Spring/Summer 2018 - cover2
The CCA Voice - Spring/Summer 2018 - 3
The CCA Voice - Spring/Summer 2018 - 4
The CCA Voice - Spring/Summer 2018 - 5
The CCA Voice - Spring/Summer 2018 - 6
The CCA Voice - Spring/Summer 2018 - 7
The CCA Voice - Spring/Summer 2018 - Board of Directors/Staff
The CCA Voice - Spring/Summer 2018 - Chairman’s Letter by Brian L. Spurgeon
The CCA Voice - Spring/Summer 2018 - 10
The CCA Voice - Spring/Summer 2018 - A Message from the President & CEO by Steven K. Berry
The CCA Voice - Spring/Summer 2018 - 12
The CCA Voice - Spring/Summer 2018 - CCA’s 2017 Annual Achievement Award Winners
The CCA Voice - Spring/Summer 2018 - 14
The CCA Voice - Spring/Summer 2018 - Coming Soon to a Phone Near You – eSIM™
The CCA Voice - Spring/Summer 2018 - 16
The CCA Voice - Spring/Summer 2018 - Solving the 5G Regulatory Puzzle
The CCA Voice - Spring/Summer 2018 - 18
The CCA Voice - Spring/Summer 2018 - Weathering the Storm; Using CCA as a Resource in Emergency Situations
The CCA Voice - Spring/Summer 2018 - Shifting Marketing Dollars to Effectively Catch Today’s Mobile Audience
The CCA Voice - Spring/Summer 2018 - The Power of the Private Network
The CCA Voice - Spring/Summer 2018 - (Infra)-Structuring the Future
The CCA Voice - Spring/Summer 2018 - Keeping Your Email Marketing Strategy Relevant as Subscriber Preferences Evolve
The CCA Voice - Spring/Summer 2018 - The Future of Wireless
The CCA Voice - Spring/Summer 2018 - It’s Just Business: Zero-Latency for LTE-based Mobile Computing Is No Longer a Technical Question
The CCA Voice - Spring/Summer 2018 - How Mobile Operators Can Maximize the Business Experience with Group Communications and Collaboration
The CCA Voice - Spring/Summer 2018 - The Critical Role of Cellular WAN Failover in Business: Expand Your Service with Fully Managed LTE Failover
The CCA Voice - Spring/Summer 2018 - “Calling” All Carriers – Do You Use IVR?
The CCA Voice - Spring/Summer 2018 - VoWiFi and its Impact on 9-1-1
The CCA Voice - Spring/Summer 2018 - Five Best Practices for Operating Your Cellphone Repair Shop
The CCA Voice - Spring/Summer 2018 - Dramatically Improve Your 4G LTE Network by Leveraging 5G Technology
The CCA Voice - Spring/Summer 2018 - Congressional Spotlight: Senator Maggie Hassan (D-NH)
The CCA Voice - Spring/Summer 2018 - 33
The CCA Voice - Spring/Summer 2018 - 34
The CCA Voice - Spring/Summer 2018 - 35
The CCA Voice - Spring/Summer 2018 - Index of Advertisers
The CCA Voice - Spring/Summer 2018 - 37
The CCA Voice - Spring/Summer 2018 - 38
The CCA Voice - Spring/Summer 2018 - cover3
The CCA Voice - Spring/Summer 2018 - cover4
The CCA Voice - Spring/Summer 2018 - outsert1
The CCA Voice - Spring/Summer 2018 - outsert2
The CCA Voice - Spring/Summer 2018 - outsert3
The CCA Voice - Spring/Summer 2018 - outsert4
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