Park Group – Case Study

Park Group uses flexible IVR and Payment Solution to lower cost and enhance customer experience

Park Group plc is the UK’s leading multi-retailer voucher and prepaid gift card business. The company’s main focus is on the corporate gift and Christmas savings market. Since implementing Encoded, Park Group has reduced the number of calls into the call centre requiring agent assistance and lowered the costs associated with manually processing debit and credit card transactions.

Products Used:

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Secure PCI DSS compliant card payments

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Agent assisted card payments

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Interactive Voice Response

June Potts,
Head of Customer Contact at Park Group

“Along with the simplicity and highly configurable nature of Encoded’s solution, we were impressed by everyone’s professional, can-do attitude backed up by excellent support. We were confident that they had the drive and commitment to work with us, offering a truly scalable solution that could grow with our business. In particular we trusted Encoded to support new ventures such as flexecash® which has already been adopted by a number of high street retailers.”

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“Encoded is a dream to work with. They are efficient, reliable and totally professional with highly flexible technology to match. Always open to new ideas, they truly listen to what we want and go the extra mile to achieve it. That’s what makes them different and sets them apart from the competition.”

- Head of Customer Contact, Park Group.

“The people at Encoded blended well with our own team and understood our culture perfectly. They appreciated our requirement for a user-friendly solution that reflected Virgin’s own unique sense of style.”

- Operations Analyst, Virgin Holidays.

“Encoded has enabled us to build a truly round-the-clock operation without the need to increase our customer service headcount. To deal with the calls currently handled by IVR we estimate we would need to increase the existing number of agents by around 20%.”

- Managing Director, Green Star Energy.

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.

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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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