This is a walk-through on how the Agent Assisted Payments service works. The purpose of this solution is to allow agents to take card payments securely over the phone.
There are three ways to configure this service to suit how your contact centre operates. This is the most popular method, the Route 2 option, which secures the line only when the customer is ready to make a payment.
How Secure Over-the-Phone Payments Work
The agent is on the phone with the customer discussing their order. Once the customer is ready to make payment, the agent can request the customer get their card ready as they will be securing the line to take payment.
In this particular example, with one button the agent can speed dial the Key IVR platform which includes their agent pin, and within seconds the call is secured to take the card details. The dashboard will detect the unpaid invoice and will immediately pull through the account number which can be customised to suit your organisation. This is performed with an API integration, and there are a range of other methods for linking with a CRM and invoicing systems, such as SFTP, SOAP or other Web services.
Alternatively, for a non-integrated service, the agent can manually type an account number and payment amount, which can be reconciled with your systems at the end of the day. In this particular instance, the agent would then ask the customer for their house number and postcode. Again, this is customisable and may not even be necessary if an integration is used.
Entering Sensitive Cardholder Data (CHD)
Only a partial number will then be displayed to the agent suppressing any sensitive card data. There are no DTMF tones (Dual Tone Multi-Frequency) and the agent can’t type or edit any card information, vital when keeping an organisation out of scope. This means the entire call can be recorded without capturing any sensitive details and card details are passed straight to the payment gateway.
The platform will then move on to the expiry date, at which point the customer will be asked to enter two digits from the month and two for the year, followed by the star key.
This information can be displayed to the agent as it’s not considered sensitive information. Finally, the customer will be asked to input the last three digit security code from their signature strip, followed by the star key. These numbers will, again, be completely hidden from the agent.
The payment is processed and the details are checked with the gateway provider. Ensuring all the information is correct, the payment is successful.
If the payment fails, the dashboard will advise the agent who can then try to take an alternative means of payment.
The agent can then send the customer a branded email receipt from that transaction by simply inputting their email address into the platform.
Agents also have the ability to set up a recurring CPA (a Continuous Payment Authority) giving the organisation permission to regularly take money from debit or credit cards at a scheduled time. The parameters for this are very open, including the amount of payments, the amount they wish to pay, the start date and the term of completion.
The solution can be deployed with a new gateway, but also works with an existing gateway to add an extra layer of protection. We simply act as a conduit.
Find out More
Our Agent Assisted service is very flexible to suit your business requirements, but no matter what, payments are taken safely and securely. Contact Key IVR today and we can discuss how this service can benefit your organisation, call us on +44 (0) 1302 513 000 or email [email protected]
We'd be happy to show you our over-the-phone payments solution in action with a one-to-one demonstration from a Payment Specialist.
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