When you’re running a contact centre, it can be a challenge to balance customer service and security while still handling calls effectively and efficiently.
When it comes to taking payments over the phone, you need to be particularly careful. For example, you know that IVRs are secure, but they can also be a significant cause of frustration. A miskeyed number, for example, can be difficult to correct by a customer using an automated system. With nobody on the end of the line to provide support they are far more likely to simply end the call, leaving you with a lost sale and possibly a lost customer.
If you’re asking your customers to read their payment card numbers out loud, you are not only putting their security at risk and making PCI DSS compliance more complex, but you are almost certainly adding to your average handling time (AHT). Human error can creep in at several stages during the process:
What’s more, if errors like these result in a payment being rejected by the Payment Service Provider (PSP), you may also face a financial penalty.
You can provide a friendlier and more efficient level of service. Semafone lets customers type in their own card numbers securely so your agents can talk to them throughout the process, establishing a relationship and addressing any payment issues as they arise.
It’s also faster this way. Using Semafone’s patented payment method, our customers have reported that they have achieved AHT reductions ranging from 7 to 30 seconds. In fact, most customers have stated zero increases in AHT.
Semafone’s patented payment method reduces AHT by:
Our customers have also reported the following improvements:
When your customers pay for their purchases over the phone, they need the process to be secure, convenient and simple. The more time you waste asking them to read numbers aloud and to wait while an agent types them in, or by transferring them to a machine mid-call, the more likely you are to lose them.
With Semafone & Onecom you can increase your productivity and efficiency, reduce your costs and maximise profitability. Contact us on 0203 675 3300 or info@onecom.co.uk and we’ll show you how.