How Contact Centers Handle Customer Payments

Consumers are more aware than ever before of the security risks associated with giving their credit card, debit card, or ACH information to others. And yet, over a million contact center agents are tasked with handling payments for these customers. Below are a few ways we see contact centers take customer payments securely and efficiently.

Balancing Payment Calls

Many contact centers receive high volumes of payment calls at certain times of the month. If invoices are sent on the first of the month, payment call volume will be elevated from the 3rd through the 10th.

Many contact centers spread the invoicing over a couple of weeks or send payment reminders to balance the payment calls. For instance, in the self-storage and other monthly subscription-based industries, the payment is often the same ($137 is due each month). To help offset the high volume of payment calls over a short period, many send proactive SMS text payment reminders ahead of time. These reminders help customers pay before the payment is due. This tactic helps balance the volume of payment calls and allows you to get paid faster.

Outbound automation via SMS text payment reminders is becoming increasingly important, specifically with mobile customers working from home. Some of these people were still processing mailed invoices back in February. COVID-19 changed their environment, and how they work, so automated outbound payment reminders help them and you.

Secure PCI IVR Automation

We’re all aware that more contact center agents are working from home. Consumers’ awareness to provide their credit card, debit card, and ACH information over the phone is more sensitive than ever. They often wonder if this person is in an apartment or a home where someone could overhear their credit card information voiced to the agent.

Many contact centers now have the ability for an agent to transfer a payment call into a secure payment IVR where the information can be keyed in through touch-tone or provided verbally. This automation provides a more secure customer experience. It gives the customer peace of mind knowing someone isn’t listening and writing down their card or bank information.

Payments by Text

Many contact centers are leveraging payments by text with cards stored with payment processors. In these scenarios, it’s merely an SMS text asking if the customer wants to make the payment with the card on file. A simple ‘Yes’ would prompt the payment, followed by a text receipt of that payment to the customer. Pay by text happens to be a growing need with many contact centers that aren’t there yet.

For help with automating payments in your contact center, Contact Us today.