Top Ten Card Issuer Reduces Average Fraud Run by 50% and Increases Customer Satisfaction

By replacing an unattended dialer system with Varolii Interact a leading credit card issuer now treats low and medium fraud risk queues with far more success. With its new process of automated customer outreach, the company is also helping build and maintain more valuable customer interaction, strengthening customer loyalty and reinforcing its brand. For one of the country’s largest card issuers, notifying tens of thousands of customers each day of possible credit card fraud meant using an in-house system of dialers in an
unattended mode.

Despite the efficiency of the dialer treatment, the automated “blasts” lacked interactivity and offered customers no immediate way to resolve the issue. Instead, the dialer forced the customer to have to write down a phone number, hang up, place the return call, navigate the IVR and wait for an agent.