Over the past decade, companies have had to get much smarter at understanding their customer preferences. This shows up most clearly in the hospitality industry. Are you the kind of guest that likes to be welcomed on arrival, have a porter deliver your bags and a butler on hand with room service? …. or do you prefer to check in and out without any human interaction? The answer to this may depend on the circumstances. When on business your time is precious. At the weekend you may prefer a more personal touch.
It won’t surprise you to know that more and more of us prefer to avoid the queues at reception, carry our own bags and learn about hotel services on-line. Economy hotels may choose to take this efficiency gain as a cost saving, whilst upper scale hotels recognise the opportunity to release staff from routine tasks to focus on delivering exceptional service.
So how does this principle translate into our contact centre environment? As more customer interaction goes on-line, the role of the call centre changes. They are left to manage a diminishing number of people that prefer not to do business on line, together with more complex interactions, best managed through conversation. When it comes to payment, some of those complex conversations may lead to a purchase and a payment.
Payment automation offers up two secure payment models:-
Agent assisted payment
At the point in a call where a payment is required, the agent joins the payment automation service into the conversation. The agent prompts the caller for card details and has a screen-based view of payment progress. Touch tone digits entered by the caller are accepted by the payment IVR and suppressed to the agent. This model simplifies PCI DSS compliance, reduces risk and upholds a personal touch.
Self assisted payment
In the self-assisted model, the caller is transferred to a bespoke automated payment service. The caller follows automated prompts and completes payment, whilst the agent is free to move on to the next caller. Not only does this get more calls answered, but the self assisted service can be available 24/7, thereby improving the service offered to customers
What can we learn from this? Firstly, it’s important to understand your customers and their interaction preferences. Secondly, be clear on your own priorities for implementing payment automation over the phone.
How can Oak Help?
Oak Innovation provide technology to support customer experience and compliance. PaymentAssist is a payment automation solution that secures card transactions over the phone. The agent assist option works alongside existing agents to simplify PCI DSS compliance and de-scope the office environment from sensitive card information. The self assist option is a fully automated payment IVR service that reduces the cost of card payments over the phone. Our integration expertise allows you to integrate call recording and payment automation into your existing telephone and CRM infrastructure.