Paysafe is a fast-growing global payments company listed on the London Stock Exchange. The business is focused on building the next generation of payment platforms and technology capabilities to connect businesses and consumers globally with frictionless, borderless and empowering payment solutions. Its two digital wallet products, Skrill and NETELLER, needed a uniform service strategy to meet its consistently high standards and which continues to satisfy regulators such as the Financial Conduct Authority. With customers across five continents, Paysafe needs to provide a service in 20 different languages, seven days a week, 24 hours a day.
Since using NewVoiceMedia's ContactWorld for Service, Paysafe has seen the following benefits:
- 20% improvement in first contact resolution
- 20% decrease in average call handling time
- 15% decrease in call abandonment rate
- Increase in customer satisfaction
Our contact centre never goes to sleep. We serve a global audience – that means the accessibility and flexibility of languages and time is very complex.