Enhancing Donation Security for a
Leading Cancer Charity
- The organisation aimed to ensure PCI compliance while their agents processed high volumes of donations
- They wanted to assist donors throughout the whole donation process
- Within a few weeks, the solution was fully operational and ready to accept donations
- This charity now delivers personalised support to each individual donor
About the Leading Cancer Charity
Based in the UK, this long-standing charity provides essential care and support to individuals living with terminal illness, and their families. Their services include professional nursing, emotional guidance, and practical assistance at home or in dedicated hospices. Guided by compassion and a commitment to dignity, the team works to ensure that no one has to face the end of life alone.
The requirement
After encountering difficulties with their existing phone payment process and maintaining PCI compliance, the charity reached out to an established partner of Key IVR for support. Their call centre agents were regularly handling high volumes of donations and interacting directly with supporters, so a solution was needed that would not only meet the strict Payment Card Industry Data Security Standard (PCI DSS) requirements, but allowed for the secure recording of calls. Equally important was preserving a seamless and supportive experience for donors, as the charity depended heavily on the trust and continued generosity of its supporters.
These concerns led to an introduction between the charity and Key IVR, a leading provider of secure payment solutions, who provide a servicethat allows agents to assist donors throughout the donation process, without exposing or storing any sensitive payment information.
The solution
To address this charitable organisation’s needs, they worked closely with Key IVR’s team to implement an Agent Assisted Payments system. This solution allows call centre agents to support donors through the donation process without accessing sensitive credit or debit card information directly.
The system uses DTMF suppression technology, which ensures that donors can enter their payment details using their phone’s keypad. This method prevents agents from hearing or seeing the card information, while also allowing call recordings to be securely captured without including sensitive payment data, providing an additional layer of security during each transaction.
Designed to be fully PCI DSS Level 1 compliant, the solution empowers the charity to confidently manage donations without compromising donor data. The solution was well-received by both the charity’s agents and their supporters, with donors commenting that they felt more secure knowing that their card details were not being exposed. The charity’s call centre agents are now able to focus on delivering personalised support, and expressing their gratitude to donors. Over time, this shift led to noticeable improvement in the efficiency and effectiveness of their donation collection process.
With this seamless solution in place, they can now process a higher volume of donations, while maintaining compliance and safeguarding donor trust. The charity was so satisfied with the solution’s performance that they continued to renew their contract, solidifying the relationship with Key IVR and ensuring that the payment system would remain a vital part of their fundraising efforts for years to come.
“Collaborating with this charity has been an incredibly rewarding experience. From day one, their team demonstrated a rare combination of professionalism, responsiveness, and an unwavering passion for their mission. Their dedication to providing compassionate support and essential services to those in need is truly inspiring.
Being able to contribute to their efforts and help enhance their ability to fundraise securely and efficiently has been both an honour and a privilege. We look forward to continuing this meaningful collaboration.”
Luke Wooding
Account Manager
Key IVR
The outcome
The collaboration between this charity and Key IVR enhanced the importance of secure and efficient payment solutions for not-for-profits that rely on supporter donations. By implementing a PCI-DSS compliant Agent Assisted Payment Solution, the charity not only met regulatory requirements, but also enhanced its operational efficiency and donor trust.
The success of this partnership highlights the critical role that secure, well-designed payment solutions play in empowering charitable organisations to enhance and sustain their fundraising efforts.
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