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How Can Your Agents Take Secure Payments When Working Remotely or Working From Home?

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Working remotely or working from home (WFH) doesn’t mean your business revenue is at risk. Additionally, you don’t have to comprise security and put your customers’ sensitive payment details or your organisation’s reputation on the line.

The main objective is to avoid any customers reading out sensitive cardholder data (CHD) over an unsecure telephone line, or forcing an agent to type or write those details down. In an office environment this can be managed and monitored to a certain degree, but if that agent is in a home environment, the security risks are astronomical.

Key IVR can support organisations and their contingency plans with payment services that work alongside your existing telephony setup. They’re deployed globally from the cloud, so there’s no hardware installation necessary.

Here are some options:

Taking payments over the phone with an Agent

  1. Agents can access a dedicated payment dashboard from home, via a web-browser and on any laptop or desktop. This is hosted on a PCI-DSS Level 1 secured payment platform.
  2. The agent can prompt the customer to enter their card details securely via their telephone keypad. No keypress tones (DTMF tones) can be heard, and nothing is read out loud, so the agent can stay in full conversation with the customer.
  3. The agent can follow the entire process using their dashboard, providing assistance if required. They are informed by the platform when the payment is successful.

Here’s how it works:

Transfer to an automated secure payment line

  1. Agents can discuss details with the customer then transfer them to a fully automated payment IVR which can prompt them to enter their card details. The agent doesn’t see or hear any card details.
  2. Once the payment has been processed the customer is diverted straight back to the agent who will be notified the payment was successful.

Here’s how it works:

Payment-IVR-Pass-Off-Desktop

1

The customer is talking to an agent, discussing an order. 

2

When they are ready to make a payment the agent can verify the customer and push the order details to the payment line. They then transfer the customer to the payment line. The agent will no longer be in conversation with them.

3

The customer is greeted by the payment IVR which reads out the order details and the amount to pay.

4

The customer can key in their payment card details using their telephone keypad.

5

The card data is processed by the payment platform & no sensitive information is sent to the organisation.

6

Once the transaction is complete, the customer is informed and given the option to be sent an SMS receipt containing confirmation of the payment.

Payment-IVR-Pass-Off-Mobile-Step-1

1

The customer is talking to an agent, discussing an order. 

Payment-IVR-Pass-Off-Mobile-Step-2

2

When they are ready to make a payment the agent can verify the customer and push the order details to the payment line. They then transfer the customer to the payment line. The agent will no longer be in conversation with them.

Payment-IVR-Pass-Off-Mobile-Step-3

3

The customer is greeted by the payment IVR which reads out the order details and the amount to pay.

Payment-IVR-Pass-Off-Mobile-Step-4

4

The customer can key in their payment card details using their telephone keypad.

Payment-IVR-Pass-Off-Mobile-Step-5

5

The card data is processed by the payment platform & no sensitive information is sent to the organisation.

Payment-IVR-Pass-Off-Mobile-Step-6

6

Once the transaction is complete, the customer is informed and given the option to be sent an SMS receipt containing confirmation of the payment.

Send a unique payment link over email, SMS, web chat or social media conversaion

  1. Agents can generate a unique payment URL that can be pasted into any form of digital communication and sent to the customer.
  2. It launches a secure web page, hosted in a PCI-DSS Level 1 environment, where the customers are able to enter their card details.
  3. The agents can stay on the call or the chat session as the customer completes payment, in case any assistance or questions arise.
  4. The agent is informed immediately when payment is completed.

Here’s how it works:

Does it affect how I record my calls?

You can record the entire call, without the need for any manual pause and resume intervention by the agent. No card details are ever spoken out loud.  

How much does it cost?

Price is determined on the number of concurrent payments rather than number of agents, a very unique and flexible approach which allows you to scale up or down operations quickly. Talk to us to get a dedicated quote based on your existing setup.  

Talk to us now

Key IVR are dedicated provider of secure payment solutions across a number of channels. We support hundreds of clients and process £1.7 billion annually on their behalf. We work with organisation’s to provide a flexible payment service, so no matter where your agents are or how they work – payments are made securely. Talk to us now about how we can assist you and support your remote working or hybrid working plans. Alternatively, call us on +1 888 765 3109 or email us at sales@keyivr.com

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