US Physical
Total Calls / Minutes
IVR Resolution Rate: 62.1%
Total Calls Presented (Call Center Only): 688,611
| 2025 | IVR | Level I | Level II |
| January |
134,405 |
40,404 | 7,534 |
| February | 92,221 | 24,577 | 2,783 |
| March | 96,420 | 31,775 | 3,463 |
| April | 60,617 | 31,869 | 5,087 |
| May | 69,046 | 46,856 | 6,435 |
| June | 105,978 | 85,140 | 3,120 |
| 2025 | IVR | Level I | Level II |
| July |
102,792 |
89,071 | 4,802 |
| August | 102,792 |
133,991 | 4,232 |
| September | 89,579 | 98,527 | 502 |
| October | 78,091 | 84,078 | 210 |
| November | |||
| December |
Top Call Reasons
| 2025 | JAN | FEB | MAR | APR | MAY | JUN |
| Balance Inquiry | 45.27% | 61.74% | 51.96% | 68.03% | 62.10% | 62.10% |
| Redemption Assistance | 6.07% | 6.23% | 5.08% | 8.80% | 8.48% | 16.01% |
| Program Inquiry | 1.70% | 1.99% | 1.43% | 1.72% | 2.44% | 4.86% |
| Balance Error/Adjustment | 1.03% | 1.64% | 1.37% | 2.21% | 5.12% | 3.81% |
| 2025 | JUL | AUG | SEP | OCT | NOV | DEC |
| Balance Inquiry | 70.6% | 65.24% | 37.65% | 27.44% | ||
| Redemption Assistance | 11.12% | 12.30% | 8.73% | 8.92% | ||
| Program Inquiry | 2.79% | 2.80% | 1.19% | 1.11% | ||
| Balance Error/Adjustment | 2.58% | 3.05% | .152% | 1.22% | ||
| Card Restoration, Activity Confirmed | - | - | 7.92% | 12.30% |
Balance Inquiry on website available October 7.
US Digital
Top Call Reasons
| 2025 | JAN | FEB | MAR | APR | MAY | JUN | JUL | AUG | SEP | OCT |
| How To Use | 12% | 11% | 6% | 3% | 3% | 3% | 2% | 2% | 2% | 2% |
| Help Placing Order | 4% | 5% | 6% | 3% | 3% | 3% | 2% | 3% | 2% | 3% |
| Mobile App Support | 6% | 7% | 11% | 6% | 14% | 9% | 8% | 12% | 7% | 10% |
| Order Status | 4% | 3% | 4% | 2% | 3% | 2% | 3% | 2% | 2% | 1% |
| Resend eCard | 3% | 3% | 2% | 2% | 1% | 1% | 1% | 1% | %1 | 1% |
| Cancel Order | 1% | 1% | 2% | 1% | 1% | 1% | 1% | 1% | 1% | 0% |
| Physical Card Support/ Balance Inquiry | 70% | 70% | 68% | 83% | 75% | 68% | 55% | 52% | 60% | 59% |
| Balance Inquiry | 13% | 28% | 27% | 25% | 24% |
Canada Physical
RPG has implemented full-service Customer Service for Canada supporting the new Shift4 gift card. EML will continue to support their product, supported by RPG.