The Ultimate Guide to Agent Assisted Payments for 2024
In our guide below you’ll learn what are Agent Assisted Payments, key features and benefits.
- Learn what they are and how they work
- Learn about the key features
- Learn about the benefits
Table of Contents
Click on any chapter title below to scroll directly to the chapter.
Chapter 2. What are Agent Assisted Payments and how do they work?
- What are Agent Assisted Payments?
- How secure are Agent Assisted Payments?
- How affordable are Agent Assisted Payments?
- Can Agent Assisted Payments integrate with other systems?
Chapter 3. What are the key features of Agent Assisted Payments?
- Reduces financial and operational cost of PCI DSS compliance
- Improves CX
- Minimises disruption to contact centre operations
- Demonstrates commitment to security
- Pause and resume recording
- Tokenisation
Chapter 4. What are the benefits of Agent Assisted Payments?
- Cost-effective PCI DSS compliance
- Always business as usual
- Enhanced security
- Premium features as standard
- Accessible payments for all
- Time to talk PCI DSS
- 9 reasons to select a trusted third-party provider
Why Encoded?
Encoded is a Level 1 PCI DSS accredited supplier – which means that contact centres and their customers can rely on Encoded’s technology with absolute confidence.
Chapter 1. Introduction
According to UK Finance, card payments accounted for half (51%) of all payments in the UK in 2019, while consumer use of credit cards rose by 7% to 3.3 billion payments over the same period(i). Fortunately, these trends in payment habits have proved invaluable during the Coronavirus lockdown when record numbers of consumers relied on debit or credit cards to pay for their essential shopping. Unfortunately, the COVID-19 health crisis has also highlighted the darker side of human nature with credit card fraud surging 35%(ii) and reports that £4.6 million has already been lost to Coronavirus-related scams since lockdown started.(iii)
If these alarming statistics are anything to go by, widespread consumer fears about the vulnerability of sensitive card data are well-founded. Contact centres should take charge now, reassuring customers that it’s safe to make card payments by getting back to basics and embracing the functionality of secure Agent Assisted Payment solutions.
Our guide shows how to use Agent Assisted Payment solutions to drive compliance and build customer confidence all in one go.
Chapter 2. What are Agent Assisted Payments and how do they work?
The best solutions are carrier, telephone system and customer relationship management (CRM) agnostic, which means they can be integrated into most existing systems. If the solution is available as an application programming interface (API) to allow for full integration or is accessible via a simple web browser, any deployment is possible. It also means real-time reconciliation of payments is achievable. Moreover, as the result of being directly integrated with the client’s database, via a secure web service, payment results are immediately available to agents.
- Reduces the financial and operational costs of PCI DSS compliance and other security compliance programs
- Requires minimal disruption to your current contact centre operation
- Demonstrates your commitment to your customer’s security
- Includes premium features as standard; such as real-time verification of card details, card tokenisation and tight integration with existing systems
Chapter 3. What are the key features of Agent Assisted Payments?
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Chapter 4. What are the benefits of Agent Assisted Payments?
- Cost effective PCI DSS compliance
- Accessible from any location with an Internet connection – agents can work from home or alternative sites if necessary
- Enhanced security and fraud protection
- Improved efficiency – reduced average handling times and shorter call queues
- Authorised future card payments and regular scheduled payments at no extra cost
- Minimal disruption to contact centre operations
- Real value – premium features come as standard
- Accessible payments for all
- Another opportunity to talk about PCI DSS
Chapter 5. A checklist for choosing Agent Assisted Payments
What is more, implementing Agent Assisted Payments from a PCI DSS accredited supplier will significantly reduce the time, cost and resource it takes your own company to complete PCI DSS Self-Assessment Questionnaires (SAQs) and so become PCI compliant yourself.
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Chapter 6. Fresh ideas and inspiration
Encoded is continually looking for new ways to improve its Agent Assisted Payments solutions such as partnering with award-winning cloud telephony provider Xelion:
Dave Reynolds, UK Managing Director of Xelion said, “Integration with the Encoded Agent Assisted payment solution provides increased functionality for our customers who need to take card payments in their contact centre operations. Xelion already offers wallboard operation supporting formulas with KPI information and call-recording as standard. Integration with Encoded secure payment solutions will allow our contact centre customers to reduce costs by automating the payment process, while also lowering the cost of compliance by removing cardholder data from the agent’s view.”
Robert Crutchington, Managing Director of Encoded added, “At the core of every contact centre is efficient and effective technology which gives organisations and their employees the base to provide the exceptional experience their customers deserve. This new partnership with Xelion provides customers with the required technology, including a secure card payment solution which is fast to deploy and helps with PCI DSS and GDPR compliance.”
Click here to read the full story.
Chapter 7. Summary
Now is the time to take another look at PCI DSS and use Agent Assisted Payments to drive all-round compliance and customer loyalty. Learn how to bridge the gap between providing personalised CX and enhanced security, while significantly reducing the time, cost and resource required to comply with stringent PCI DSS rules. For more ideas and inspiration, take a look at the Encoded: Truth about PCI DSS ebook
Chapter 8. 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 Payment Services Directive (PSD2).
Encoded’s solutions are trusted by many of the world’s leading brands including, Samsung, Mercedes-Benz, BMW, Müller and Virgin, as well as a host of UK utility companies such as Green Star Energy, Severn Trent Water and Anglian Water.
Omni-channel solutions include:
- Agent Assisted Card Payments
- E-Commerce payments
- IVR Payments
- Mobile Apps
- PayByLink Mobile Payments
- Virtual Terminal Payments
.
(i). https://www.ukfinance.org.uk/press/press-releases/cards-used-half-payments-first-time-last-year
(ii). https://markets.businessinsider.com/news/stocks/credit-card-account-fraud-skyrockets-coronavirus-pandemic-recession-economy-layoffs-2020-5-1029246107
(iii). https://www.moneysavingexpert.com/team-blog/2020/04/coronavirus-scams-protect-yourself
Payment solutions for contact centres
Our suite of payment solutions for contact centres include Gateway Services, IVR, Agent Assisted Payments with Fraud Prevention Platform, eCommerce Payments and SMS PayByLink.
IVR Payments
Interactive Voice Response Payments (IVR Payments) is a method that allows callers to enter their card data via touch tones. This self-service process enables debit and credit card payments to be handled 24/7.
PayByLink
Agent Assisted Payments
eCommerce Payments
Gateway Services
SMS Chat
Download our guides
Secure Contact Centre Payments brochure
What our customers say about us
“We needed to offer our members both fast and secure Payment Card Industry Data, Security Standard (PCI DSS) compliant payment methods and advanced e-commerce capabilities using automated technology. Encoded had done their homework and cared about our members and our business, even suggesting additional creative ways to use Encoded technology. From the outset, it was clear they were exploring new ideas to help us work even smarter.”
Karen Coates, Chief Operations Officer, The Wine Society
“We handle hundreds of thousands of calls every year that demand a broad knowledge of financial and legal matters as well as general property maintenance issues. Encoded presented a sound proposal that promised to deliver round-the-clock efficiencies in a cost effective package. The final overall approach and sophisticated IVR technology proved to be the perfect answer to our business problems.”
Tracey McCabe, Head of Customer Service, First Port Property Management
“We decided to refresh the online experience in response to customer demand and changes in the industry. It was a moment of clarity – Encoded was already handling our secure payments with data being fed into our billing system. We needed to create a front-end link so that customers could access this information themselves, rather than relying on speaking to an agent every time they wanted to make a payment or a change to their account details.”
Business Optimisation Manager,
Severn Trent Water
“One of the key reasons for choosing Encoded was to improve the team’s experience of managing large scale migrations from legacy payment systems. With Encoded’s in-depth knowledge of data security, PCI DSS compliance and the latest payment regulations, JT had confidence that the integration would be carried out within the project timescales and to budget.”
Tim Peach, Finance Operations Manager, Jersey Telecom
“From the outset, it was evident that Encoded grasped our requirements for an easy to deploy, fully transparent solution that could integrate seamlessly with our own IT systems. What is more, Encoded offered us a solid and highly scalable platform that promised to drive efficiencies whilst delivering the personal touch to those callers who needed it most.”
Collections and Recovery Department, One Savings Bank
“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. Encoded offered 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.”
June Potts, Head of Customer Contact, Park Group
“Tens of thousands of calls relating to payment and meter reads are handled by sophisticated technology provided by Encoded. Encoded’s solutions have supported our business from day one, having been selected from a shortlist of four vendors for its ease of use, speedy implementation and cost-efficiency.”
Shell Energy
“Today, around 10% of all our sales are made using credit or debit card transactions. Our job is to make it easy for customers to pay for services swiftly and securely. Encoded listened carefully to our requirements, made sensible recommendations along the way and even adapted the technology to suit us. The whole experience ran smoothly and we were impressed by their level of knowledge and understanding of our business.”
Peter Doyle, Risk Manager,
Health-on-line
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