How Contact Centers with Remote Agents Handle Payments

With more contact center agents working remotely, how contact centers handle payment processing has changed. Before COVID, when many contact centers were still brick and mortar facilities, controlling the environment to allow agents to take payment information over the phone was still acceptable. Not any longer.

What changed?

Several things have changed in this “new norm,” specifically regarding contact centers accepting payments over the phone.

First, consumers are more aware. Since COVID, customers realize most people they visit over the phone are still working remotely (even 15 months later). Because of their awareness, they are also more cautious with providing personal payment information to someone over the phone. As consumers, thoughts go through our heads – Does this person work in a house or apartment? Are they writing down my information? Do they have a shady roommate who might overhear my information? These questions and more make us more aware and less comfortable providing our information to a contact center agent over the phone.

Second, most contact centers accepting payments are required to maintain PCI compliant environments. In a physical facility, utilizing ‘clean desks’ is an option (although difficult). Yet, for contact center agents working from home, this is no longer an option.

So, how have contact centers adjusted?

The most secure method of descoping PCI in these contact centers is to remove the agent from the call using an IVR payment solution. Many contact centers have done just this. By allowing the agent to transfer the caller into a secure IVR to process their payment, the customer feels better, and the contact center achieves PCI compliance.

Best practices for handling these types of transfers include the following.

1. Build the reason statement into the workflow. When an agent can say, “Ok, Mrs. Smith, I’m going to transfer you over to our secure payment line for you to complete this payment,” with any other information to share. It helps them explain the process.
2. Make it easy for the agent. When it’s time to transfer the caller, make it an easy one-button transfer. Such a transfer option is easily implemented by working with your UCaaS (phone system) or CCaaS (contact center platform) team.
3. Provide a confirmation text as an option. Allow the caller to receive the payment confirmation or receipt via text which helps avoid going back to an agent.
4. Make sure the IVR payment solution integrates with your payment gateway and processes. Choose an IVR payments partner with experience with your payment gateway.

For help with IVR payments for your contact center, Contact Us today.