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IVR Payments
Automate your payment process with secure IVR payments. Increase efficiency and enhance customer experience with PCI-compliant payment options.
How does IVR payment work?
Interactive Voice Response (IVR) payment software enables customers to make secure payments over the phone without needing to directly interact with a call agent. An effective call centre IVR system provides solutions to many of the challenges that contact centres and customers face when processing card transactions over the phone.
The benefits of payment IVR on call centre operations:
Automated payment lines for 24/7 availability
Automation ensures customers can make secure debit or credit card payments at a time that is convenient to them, with a smoother and faster payment experience.
Secure PCI-compliant processing
Transactions processed with secure IVR payment software ensure PCI DSS compliance, incorporating robust data security protocols and offering customer peace of mind.
Customisable payment options
Every customer is an individual, so IVR payment software provides flexible options that can meet various different needs and preferences, without agents needing to facilitate this on each call.
How does IVR payment software work?
Automated payment solutions use assisted or automated payments, depending on your customer journey. With MaxContact, you can use one or a combination to deliver the right options for your customers.
Take payments online
Create secure and convenient payment links to send to customers via digital channels. Take payments through secure payment links within web chats, removing the need for your team’s intervention and allowing you to take customer payments 24/7.
Assisted payments
Your team take payment calls. At the point of payment, customers enter card details using the phone keypad. Dual-tone-multi-frequency (DTMF) masking means agents never see or hear sensitive information. After payment, the conversation continues.
The sensitive data is encrypted and securely passed to your payment provider. It is never saved in your contact centre environment.
Automated payment phone line
Automated payment, or payment IVR, allows customers to self-serve. The service is available 24/7, reducing the number of missed payments and increasing customer satisfaction:
- Customers enter your phone IVR system and are security verified.
- If required, our software can check account details and advise on minimum payments.
- During payment, it takes card details, hiding sensitive information with bleeping tones (DTMF).
- Details are encrypted and sent to the payment provider for processing.
PCI compliance
Keeping customer data safe is of paramount importance for any payment gateway, whether you are a debt collection contact centre, a retailer or offer any kind of customer service that involves financial transactions.
Our IVR payment software features are PCI-DSS Level 1 compliant and ISO 27001 certified. While payments are being made by customers, call agents are never privy to sensitive information, and no recordings are made during the payment process.
IVR payment system benefits for call centre productivity
Alongside IVR payments helping to improve the customer experience and combatting potential breaches of customer data, this kind of payment service also has multiple potential benefits for contact centre productivity. Some of the KPIs that IVR PCI-compliant payments can also help to improve include:
Payment success rate
Many contact centres find that their payment success rates can be low with a long and complex payment process.
WIth effective implementation of flexible IVR payment software, customers can choose an option that suits them, pay at a time that is convenient and can often complete the entire process quickly, due to the automation involved.
Simply put, automated payment collection can increase the likelihood of successful payment attempts, which may help call centres to significantly improve their payment success rates.
First contact resolution (FCR)
FCR rates can be a good indication of when a contact centre is operating adequately, or whether they are excelling. Addressing customer needs during the first interaction is always the preference, whenever possible. It means that less agent time is needed than would be the case if subsequent contacts are required, payments are received sooner and customers achieve their goal with less time and frustration.
For calls where payment is the primary reason for the contact, offering IVR payments can make all the difference in increasing FCR rates.
Cost per contact
Many contact centres use cost per contact as an important metric to help measure productivity and efficiency. With effective IVR payment systems, the cost per contact can be reduced in several ways, including:
- Lower agent costs – with self-serve payments meaning not every call requires an agent.
- Lower error rates – with automation, meaning that agent error with manual payment information is removed, so more payments are successful at the first attempt, and fewer follow-up contacts are required.
How IVR payments can improve customer satisfaction
Keeping customers happy can be a challenge for contact centres, but, when implemented effectively, IVR payment systems can have multiple benefits in customer satisfaction (CSAT). Some of the customer-centric factors that IVR payments can assist with include:
- Reducing call waiting times
- Faster payment processing
- Offering various ways to pay to suit individual preferences
- Offering 24/7 payment gateways for greater customer convenience
- Offering payments with no direct agent interaction can be preferable for some customers.
These positive payment experiences can contribute to consistently high Net Promoter Scores (NPS) which can be a positive trust signal for other customers and a great metric to help measure contact centre performance
Download MaxContact’s secure payments brochure
For more in-depth information about MaxContact’s secure payment processing, download our brochure.
Download Taking Secure Payments Brochure
To find out how you can securely take payments in your contact centre. Fill in your details below and we’ll email you a copy of our brochure right away.
