Encoded, a leading Payment Service Provider and pioneer of innovative secure payment solutions for contact centres, has announced that Milk & More has successfully deployed its IVR and Agent Assisted Payment technology to boost time and cost efficiencies.
Rebecca Manning, Head of Customer Service at Milk and More said, “At the beginning of the pandemic we were inundated with calls and in just 3 days, registered around 30,000 new customers. This tremendous increase in demand forced us to prioritise calls including encouraging customers to use automated methods. Fortunately, the simplicity of Encoded’s IVR and Agent Assisted Payment solutions meant we could quickly train our advisors and educate our customers to the benefits of automated payments while maintaining customer loyalty. In a very short space of time, we have dramatically increased sales and the numbers are still growing.”
Rob Crutchington, Managing Director of Encoded said, “The simplicity and flexibility of our technology allows organisations to add agility to their customer service operations. During periods of change or in a crisis when time is of the essence, busy contact centres can rely on our solutions to simplify the payment process. Implementing IVR payments helps to deflect time-consuming calls away from the contact centre and shave pounds off squeezed budgets all while maintaining high levels of customer satisfaction and loyalty.”
Range of card payment solutions
Encoded offers a range of card payment solutions designed to help organisations comply with GDPR, PCI DSS and the newly introduced Payment Services Directive (PSD2). The company’s complete contact centre payment suite includes IVR Payments, Agent Assisted Payments, Web Payments, Mobile Apps and the very latest PayByLink solution. Encoded’s secure payments are designed to free up valuable contact centre agent time allowing people to focus on customer service, more complex enquiries and revenue generating activities.