Virgin Holidays - Case study

Virgin Holidays – Case study

Virgin Holidays offers Automated Payment Option from Encoded to enhance customer experience

Virgin Holidays is the UK’s market-leading long-haul holiday company. Virgin Holidays deployed interactive voice response (IVR) technology from Encoded to offer customers an automated payment option for holidays, excursions and making further payments. The PCI DSS compliant system offers the highest levels of security to protect confidential client data during self-service financial transactions. Since implementing the IVR automated payment solution Virgin Holidays has seen increased agent productivity and improved customer service.

Products Used:

Secure PCI DSS compliant card payments

Agent assisted card payments

Interactive Voice Response

Jessica Baker,
Operations Analyst at Virgin Holidays

“The automated payment solution from Encoded offers the high level of sophistication necessary to authenticate the caller, inform them of their outstanding balance and accept full or part payment without the need for agent intervention. What is more, 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.”

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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 PCI DSS compliant provider of secure interactive voice response payment solutions. Encoded’s products are designed to fulfil three key objectives; Reduce costs by automated business processes, Increase sales by offering new fulfilment channels, Improve customer service by maximising resource efficiency.