One of the aspects most highly valued by our clients’ customers, i.e., people who purchase goods or services from commercial businesses that use PAYbyCALL, is the user experience. This means that in general people are very satisfied when they make a card payment over the phone without human intervention.
We take the end customer’s point of view to understand how they experience the entire transaction process with PAYbyCALL technology. In addition, we also tell you what goes on behind the scenes, the “magic” we do so that the customer can order payment safely and efficiently, without any friction along the way.
1. Purchase decision, the transaction is initiated.
Contact has taken place, the need has arisen, the argumentation and negotiation phases have come to fruition. Time to buy! Our commercial agent informs our customer that the transaction is about to start through an automated IVR system: the agent from his browser to the PAYbyCALL payment panel, enters amount and reference and that’s it.
2. The customer enters his data
The agent transfers the call by means of the ACD of the call center or through the virtual PBX to the PAYbyCALL IVR via secure SIP, but the customer doesn’t notice any of this; for him, what is happening is that listen to the Interactive Voice Response (that means IVR) prompting you to enter the financial data for the purchaseCardholder’s name, card number, expiration date, CVV/CVC, etc.
3. The customer is informed of the success of the transaction
After the customer enters these data, either by keyboard or by voice, in just a few seconds he will be informed of the completion of the purchase (by recording, SMS confirmation or other predefined means), or if an error has occurred. In those seconds PAYbyCALL will have communicated with the payment gateway (e.g. Redsys), received the response and allowed the agent to view the progress of the payment.
4. Formal and technical aspects…
Inadvertently for the end customer, as well as for our commercial agent, the exchanges of requests and confirmations between the call centerPAYbyCALL IVR and the banking institutions involved are carried out by means of secure protocols (TLS/SRTP v1.2 in most cases) and compliant with security standards. PCI-DSS level 1This ensures that all data processing is performed in a secure environment.
5. …depending on customization
Naturally, this process will not always be the same: it is possible (and desirable) to configure it according to the needs of each end customer, and also to adjust it according to the characteristics of our business model or sales scheme. The language of service, the mechanics of call recording for quality purposes or the satisfaction survey are some of these customization options.
6. And the end of the operation!
Once the transaction is completed, the automated system behaves according to the customized settings that have been previously established. For example, the customer may be returned to the customer service agent to continue with the paperwork, referred to any other available agent, or dismissed with a pre-determined voice prompt.
Similar to traditional telephone shopping, but only for the end customer…
Easily integrated, highly configurable and above all very satisfying for the end customer; PAYbyCALL works that well for the end customer, and even better for the business.