- 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
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.
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.
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.
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.
“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”.
Technical Account Manager