Client Success Story: One Call Insurance

Needed a quick way for customers to pay for renewals, debt and excesses
Key IVR were required to provide PCI-DSS compliant solutions
Delivered self-service payment lines & Agent Assisted Payments
It has conveniently helped automate and speed up their collection process

Services & sector

Insurance Contact Centre

About One Call Insurance

One Call Insurance are a fast-moving company in the UK insurance industry, providing a wide range of services to customers in the United Kingdom since 1995.

One Call lets you compare car insurance, home insurance, van insurance and travel insurance by contacting their panel of trusted insurance brands. As well as these, they also offer many other insurance products and services including short term insurance, learner driver insurance and breakdown.

The requirement

Due to the increased growth that One Call were experiencing, they were struggling to keep up with influx of payment only calls that were not only coming into the contact centre, but that their collections teams were having to make to customers to collect payments.

They needed a way for customers to pay for their renewals, debt and excesses that was quick, could be done at any time and didn’t require the interaction of an agent.

After Key IVR were introduced to One Call, they were required to provide PCI-DSS compliant solutions for 24/7 payments across their different business divisions.

The solution

Automated Payment IVR:

Key IVR delivered self-service payment lines which matched the One Call Insurance business processes and integrated seamlessly into their existing gateway arrangements, enabling customers to make payments around the clock.

One Call also have the ability to send out automated outbound messages from all departments of the business. This is delivered through the IVR, and configured to remind customers of any due or missed payments.

Find out more about Payment IVR

Agent Assisted Payments:

Key IVR’s state-of the-art Agent Assisted Payments Solution was delivered to enable the One Call collections team to collect payments within the call centre environment. This PCI-DSS compliant solution helped de-scope their network environments by ensuring any sensitive payment data never reaches their systems.

Key IVR worked closely with Waters & Gate to develop a PCI-DSS compliant solution with two secure payment services. These options allow their clients and debtors to pay for their various services, add funds against accounts, set up payment plans if necessary, all without the need to speak to a member of the team.

The services don’t require a member of staff to take payments, freeing up their valuable time and potential future salary costs as the organisation continues to grow. They also have an SFTP integration which works to validate the customers reference and reconcile accounts against all processed payments.

Find out more about Agent Assisted Payments

The outcome

“It has been a pleasure to work with One Call Insurance. By implementing this omni-channel, PCI compliant payment solution, it has conveniently helped automate and speed up their collection process to allow their agents to focus on the job at hand, rather than spending time making tedious calls.”