Satellite Provider Improves Call Routing and Reduces Support Costs

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Satellite Provider Improves Call Routing and Reduces Support Costs

Case study shows how CSG Interactive Messaging automated 86% of payment calls, raised satisfaction 25%, and cut cost per call 20%.

Published

June 4, 2026

Read time

3 min read

Source

A major satellite digital services provider replaced its single-queue IVR with CSG Interactive Messaging to route routine payment calls to automation. The solution integrated customer authentication, partial and full payments, proactive outage alerts, and post-call surveys. Results included a 46% reduction in cost per inquiry, 34% fewer agent transfers, and an increase in survey response from under 5% to over 20%.

Key takeaways

86% of payment calls diverted to automated IVR

Customer satisfaction increased 25% after self-service rollout

Cost per call reduced 20% and total support costs cut 46%

Proactive notifications raised contact rate from 20% to 80%

Agent transfers fell 34% with improved call routing

Market overview

SCR methodology note

Vendor landscape

Leaders

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Important consideration

Original Source

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