One of my favourite questions that’s asked is, “How can I make payments quicker in the contact centre?”
We understand this. We all employ people. We know that the most costly thing you deal with is employees, and if you can reduce the time it takes for them to handle those payments, you’ve got two outcomes. You can either give them all the more valuable work to do that requires them to dig in deeper, or you can reduce your staff. The choice will be yours.
Integrated Omni-channel Payments
Probably the quickest way to do this is to think about how your payments are being taken. Because we supply up to nine products across a completely connected omni-channel approach, we very early on looked for a way to give the client a journey that was the same, and quicker. So if today I phone through an IVR, but tomorrow I phone the contact centre, the contact centre agent should know that you’ve been on and phoned in that method, and they should know that you’ve made payments before.
Tokenising Customer Cards
Because we’re PCI level one, clearly we wouldn’t want to show them you have saved card details, it panics people. So, we use engineer standard tokenisation, we either tokenise through the gateway, or through the acquirer. By doing that, they store the card details, which they have to, anyway. That’s within the PCI remit. We don’t store anything. In fact, our adage is that if we don’t need it don’t store it, and that’s both data and the card data.
You’d be surprised to know we don’t have a single card in any of our environments, but what we do keep is a card hash. That card hash is a file location in the gateway where the client’s data is stored. When that repeat payment comes through, whether it’s on the phone or in the contact centre, coming through to the agent, we do a lookup from the phone number coming through. That allows us to do a search and we present to that agent that there are stored details against that particular client, and it’s up to them to verbally confirm with that client, perhaps the last four digits of the card which are eligible to be shown.
Once that’s confirmed, the agent can simply confirm the figure, the customer can confirm verbally to make the payment, and then simply transact. The difference is that in our typical client, a payment process is probably four to seven minutes. For a tokenised payment, you’re talking under 40 seconds.
Improved Contact Centre Efficiency
It’s very, very quick. We know the client, we know the reference, we know the card details, we know what they want to pay, transact, seven seconds to transact with the gateway, payment is taken. The amount of time that some of our customers have been able to save, some companies have dropped their staff by 50%. Some customers have grown their business by 50%, using the staff they had free.
Presented by Mark Kelly – Chief Commercial Officer (CCO) at Key IVR
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