IVR Call Containment Exceeds Benchmarks for BankMobile

Case Studies
IVR Call Containment Exceeds Benchmarks for BankMobile

IVR Call Containment Exceeds Benchmarks for BankMobile

The BankMobile Vibe app, which serves the financial needs of U.S. college students, experienced a sudden influx of callers looking for refunds for tuition paid and financial aid disbursements. Cash-strapped students were eager to know their exact account status.

The company behind the app looked to Ubiquity to respond quickly with a self-service solution that would:

improve call containment dramatically

relieve the increased burden on agents

improve customer satisfaction

create automated agent processes

Discover all the details that contributed to making this IVR Case Study a success...



CASE STUDY KPI results

83.8%
containment of “Where’s my refund?” calls
12%
increase in containment rate for all calls
5%
decrease in agent transfers across the board