"Companies that help manage customer service systems say the rise of customer care in the prepaid space is a relatively new but growing phenomenon. 'Up until a couple months ago, I would have said our entire base was postpaid,' says InnoPath’s Vice President of Marketing Dave Ginsburg. 'What’s happening is that [prepaid carriers] are focusing more on the customer experience. They’re beginning to speak with us about the same concerns as postpaid carriers would have.'...
Prepaid carriers have to be particularly vigilant about managing the costs associated with customer care, says Brian Pawlus, director of product marketing at Oracle Communication’s billing unit. 'They have to provide a really right self-service environment,' he says. 'Prepaid customers are typically low-margin… Even one call to a customer service center can wipe out the profit margin for that customer.'"
