Approach

When working with customers to develop secure interactive contact centre payment solutions, Encoded implements the following key stages of engagement to optimise programme success:

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1) Pre and post-programme briefings

We emphasise the importance of briefings with senior management. By using a selection of diagnostic tools we experience your customer contact environment to better understand your requirements. This early consulting analysis is an essential exercise both in terms of fine tuning the solution and configurations. It also helps to promote credibility across the whole customer service team.

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2) Allocation of Project Manager and Account Manager

Encoded works hard to get to know you and your business – the best results are achieved when people work together with clear responsibilities. We aim to allocate a project manager tasked with managing your project through to completion, complemented with an account manager responsible for working closely to identify your needs every step of the way.

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3) Designing and developing optimum solutions

Encoded establishes clear objectives from the outset. It is too easy to lose sight of objectives and get sidelined by “interesting” but irrelevant peripheral activities. Our focus is to supply you with results that make an impact on your customer contact KPIs (key performance indicators) and improve the customer experience.

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4) Building secure, reliable and flexible software

Confidence is always a critical factor in the implementation of any new system. The Encoded approach is to operate well researched, tried and tested best practices. We understand that solutions only achieve results when customers are confident and motivated to use them.

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5) Implementation, training and support

We fully test all software pre-delivery and pre-going live on customer sites. We agree the testing procedures and details before live implementation and work with customers through the early days of operation. Our software applications are designed to be user friendly. We ensure that technical and customer facing staff are fully trained and confident to operate the processes and our support lines are available at all times.

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6) Measuring customer experience

Encoded solutions are designed to meet anticipated caller demand and the customer’s criteria for project success. We encourage customers to measure the ongoing effectiveness of our solutions and to work with us to achieve the most from their investment.

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01293 229 700

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Our clients include

e-Commerce Payments: 5 Ways to reduce costs

Rob Crutchington at payment service provider Encoded discusses how choosing the right gateway services solution can help increase e-commerce transactions, reduce costs and improve customer experience (CX).For online and MOTO* merchants ensuring transactions are...

Remote working is a risky business – but doesn’t have to be with secure card payments

As contact centres embrace the world of remote and hybrid working, Rob Crutchington, Managing Director of Encoded, discusses how the cloud, open banking and the latest SCA regulations help protect the customer, agents and merchants when taking payments.The new world...

Fraud Prevention v Customer Experience – Getting the Balance Right in Contact Centres

The UK Contact Centre Decision Makers Guide (DMG) 2022 highlights the latest trends in contact centres. Reviewing this year’s report, Rob Crutchington discusses the challenges of balancing customer service with ID verification to prevent fraud and how it continues to...

About Encoded

Encoded is a leading Payment Service Provider and pioneer of new and innovative secure payment solutions for contact centres. Encoded offers a range of card payment solutions designed to help organisations comply with PCI DSS, GDPR and the newly introduced Strong Customer Authentication (SCA). Encoded’s products work with each other to allow your customers to pay by their preferred payment process in an easy and secure way.

Accreditations

Contact Encoded

Head Office:
Encoded Ltd
Spectrum House
Beehive Ring Road
Gatwick
West Sussex
RH6 0LG.

Tel: 01293 229 700
Email: sales@encoded.co.uk

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