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:

R

Secure PCI DSS compliant card payments

R

Agent assisted card payments

R

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.”

Want to find out more?

Contact us now to learn more about how Encoded can improve your business efficiency.

Type of enquiry

11 + 3 =

View Encoded Customer Case Studies

View Encoded Customer Case Studies to learn more about solutions that could benefit your organisation too.

Our clients include

Latest News

Read all our latest news articles on payment services

Card Fraud Reduction

Card Fraud Reduction

Rob Crutchington at Encoded recommends asking three simple questions when deciding which fraud control method to use. Many methods of taking card payments have emerged over the years as companies strive to be PCI DSS compliant…

read more
GDPR – What happens next?

GDPR – What happens next?

GDPR – What happens next? 3 Steps to contact centre compliance. Rob Crutchington at Encoded looks at the impact of GDPR on contact centres and discusses three ways to help them remain compliant using…

read more
Contact Centre Payments – Going Mobile

Contact Centre Payments – Going Mobile

Contact Centre Payments – Going Mobile. Rob Crutchington at Encoded looks at how the mobile market is changing the way customers choose to make payments. Over recent years there has been a huge increase…

read more

“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.

Contact Encoded

Head Office:
Encoded Ltd
Spectrum House
Beehive Ring Road
Gatwick
West Sussex
RH6 0LG.

Tel: 01293 229 700
Email: sales@encoded.co.uk

Call Me Back

Enter your details below for a quick reply.