- Wanted a secure, customer friendly and efficient way for customers to buy meter top-up codes over the phone
- Key IVR developed a PCI-DSS compliant automated payment line and an additional service for agents to take payments securely
- They proved to be efficient and essential, especially when customers couldn’t visit a physical shop
Click Energy is Northern Ireland’s top electricity supplier, as reported in the Consumer Council’s Customer Satisfaction Survey, providing power to homes, farms, and businesses since 2015.
They offer a range of low-cost tariffs for credit and prepayment meters, with moneyback incentives and referral schemes.
Utility customers were introduced to a new way to add credit to their prepayment meter, by purchasing top-up codes over the phone, without the need to go to shops and buy the top-up codes in person.
Click Energy wanted to empower the customer and allow them to purchase the codes over the phone, using a credit or debit card. They recognised that a satisfactory customer experience was crucial, and it relied on three key objectives: Reduce ‘payment only’ call volume and long call wait times for their contact centre, allow customers to top-up at any time of the day or year, and make it safe and secure for the customer to do so.
Key IVR introduced two payment services to support Click Energy’s ‘self-service’ objectives. This would involve automating the process as much as possible, without relying on contact centre staff or additional resources, ensuring scalability as the company’s customer base grew.
Thanks to an existing Key IVR payment platform integration, the services are connected to their existing Worldpay payment gateway.
Automated Payment IVR
A self-service Payment IVR allows utility supply customers to call a dedicated phone number and purchase a top-up code for their utility meter, using a debit or credit card in a PCI-DSS compliant manner. Customers can quickly and efficiently top up their meter, without the need to speak to a call agent or visit a shop in person.
Customers can also opt-in to receive an SMS receipt after payment is made.
The payment IVR telephone line is available 24/7 365 days a year, fully branded and recorded by a professional voice artist to meet their specific call logic.
“The automated service also allows our customer base to top-up their keypad meters outside of our normal working hours. Regular patches, updates and maintenance ensure that the fraud risk is minimum and Key IVR are always conscious of our peak usage times and perform these updates outside of peak times with little to no impact on our day-to-day business.”
Agent Assisted Payments
After the automated payment IVR service went live and proved successful, Click Energy observed that customers that were calling the contact centre with questions about their account, may also require the option of paying for a top-up code there and then. Rather than the adviser redirecting the customer to the automated IVR, they invested in an additional payment service to stay PCI-DSS compliant and keep the customer engaged.
An Agent Assisted Payment solution was introduced for call centre agents to take card payments over the phone in a safe and secure manner. No sensitive card details are ever heard by the Click Energy advisers or the network environment, so call recordings don’t have to be paused.
The payment progression can also be followed along on an easy-to-use dashboard by the advisor, who can stay on the call, ready to assist the customer if there are any difficulties.
Click Energy has been a long-standing client with Key IVR, and the payment services continue to provide value and efficiencies to the organisation, along with supporting their customer satisfaction goals for years to come. The remote telephone payment options were also essential during the COVID-19 pandemic lockdowns, as buying meter top-up codes from physical shop locations became impossible.
“Key IVR has been a useful tool for Click Energy when it comes to allowing any customer who is not tech savvy to top-up their prepaid electricity meters from home via a telephone call. During the outbreak of COVID, this service was vital in ensuring our customers remained connected to a constant electricity supply.
During any engagement with Key IVR, everyone is always professional, courteous and wants to ensure the success of Click Energy. I find each representative very accommodating, knowledgeable and response times to queries are second to none!
The payment platform is easy to use for both Click Energy advisors and our clients.”
For more information about Click Energy, please visit their website https://www.clickenergyni.com