IVR Payment Solutions
Interactive Voice Response Payments (IVR Payments) is a method that allows callers to enter their card data via touch tones. This self-service process enables debit and credit card payments to be handled 24/7.
Achieve more by paying less and use an automated system in your contact centre. Accepting credit and debit cards via IVR is a cost effective and secure way of taking payments. It allows customers to make payments quickly and accurately while reducing agent transaction time and improving security both for you and your customers.
Using this method to accept payments is an easy way to achieve PCI DSS SAQ-A.
The return on investment (ROI) against an agent servicing the same call can be significant. Additionally these payments are far more secure, available 24x7x365 without any agent involvement and can be configured to automatically reconcile with your accounting systems. Encoded’s payment gateway integrates with all providers, carriers, telephony systems and CRM systems to provide total flexibility for omnichannel payments.
Automated systems are perfect for callers with a unique number i.e. invoice or customer reference to authenticate them prior to taking their payment. The solution is also ideal for seasonal spikes in calls normally requiring temporary staff or costly overtime.
According to Contact Babel, a leading analyst in the contact centre industry, the average call into a contact centre costs an organisation £4.27. This figure is made up of staffing costs and overheads. An automated system enables customers to self-service their payments for as little as 50p per call.
Encoded only charges for successfully processed transactions. This pricing policy keeps prices transparent. It rewards both Encoded and its customers on success therefore maintaining an active working relationship focused on service improvements.
What are the Key Features of IVR?
Make the most of agent time, maximise resources – free agents from boring and repetitive work, reduce staff attrition and improve staff morale. Automation provided by Encoded allows agents to spend time providing value added services such as up-selling and cross-selling, complex customer care and loyalty work therefore ensuring better utilisation of critical talent and resources. While improving the customer experience (CX).
Security – typically, these payment systems are far more secure than the traditional method of agents noting down credit or debit card details manually. With Encoded, everything is fully automated and confidential client data is stored centrally and securely within Encoded’s secure cloud.
Personalise the customer experience – capturing customer data via IVR enables personalisation, screen-popping and skills-based routing in the event of a request to speak to an agent. The most pertinent up-to-date client information means that calls are automatically distributed to agents with the best knowledge and expertise. This accelerates first contact resolution and boosts CX.
Round-the-clock business operations – available 24x7x365 without any agent involvement, customers can self-service using IVR to find the information they need and pay at all times of the day and from anywhere.
Seamless integration – Encoded’s system can interface with an organisation’s accounting and other critical business systems to ensure agents always have the latest information to deliver a joined up and exceptional customer experience.
Encoded is a Level 1 PCI DSS accredited supplier – which means that contact centres and their customers can rely on Encoded’s technology with absolute confidence.
What are the Key benefits of IVR?
- Reduced cost in comparison to agents taking payments
- Level 1 PCI DSS accreditation with Attestation of Compliance (AOC) from Encoded
- Seamless integration with existing business working methods
- The option to have comprehensive reporting including user behaviour analysis
- Full system redundancy backup with a 99.99% uptime SLA
Want to find out more?
Contact us now to learn more about how Encoded can improve your business efficiency.
Call us on 01293 229 700