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PCI-PAL - ContactCenterWorld.com Blog

PCI-PAL announce new recruit

Secure payment solution provider, PCI-PAL, are delighted to welcome Oliver Houghton to the growing team.

Oliver joined PCI-PAL in May 2016 to manage the implementation of projects to new and existing customers. Oliver’s contribution to the division as Project Manager will ensure that PCI-PAL clients are receiving the best support and service possible during the set-up process.

Having spent a considerable period in the public sector delivering IT projects and managing IT services, Oliver felt that a career in the Financial Technology sector would be an exciting change of scenery. We are certain that the fast paced world of payment card transactions and security will not disappoint!

We wish Oliver all the best in his new role and look forward to working with him.

Meet the new guy

Name:  Oliver Houghton

Alias:     Ollie

Hobbies and interests: 5-a-side, travel, music, trading, fishing. Oliver is also a keen DIY-er and has put these skills to excellent use renovating properties as a hobby. We’ll know who to call next time we have a DIY emergency!

Football team: Liverpool FC

Favourite holiday destination: Tenerife – for the sun, sea, sand and cocktails!

Favourite cake flavour: CHOCOLATE!

Connect with Oliver on LinkedIn: Oliver Houghton

PCI-PAL is a product developed by IPPLUS PLC, the AIM listed contact centre technology specialists.

The company incorporates three brands:

IP3 Telecom, a network telecommunications business delivering automated telephony through Interactive Voice Response (IVR), cloud contact centre solutions, and secure payment services (PCI-PAL).

Ansaback, a 24/7 bureau contact centre operation providing an exemplary, discreet service for discerning clients who wish to overflow and outsource certain calls when required.

CallScripter, a software house producing Customer Interaction Management (CIM) software tools for the contact centre market. Currently installed both within the UK in major contact centres and internationally through multi-channel delivery partners.

Source: https://www.pci-pal.com/pci-pal-announce-new-recruit/

Publish Date: May 5, 2016 5:00 AM


Account Manager

We’re looking for and experienced Account Manager to work alongside our sales and operations teams to manage key client accounts and provide relationships management support to the sales and operations teams.

OVERALL PURPOSE OF JOB:

  • Establish and maintain strong client relationships through regular close contact.
  • Account manage through regular face-to-face, telephone, and email communication.
  • Take on relationship management from the sales team when new business is won.
  • Work alongside the Operations team (including the Project Manager) involved in new service delivery, maintaining a strong relationship with the client and being a point of escalation for any issues.
  • Support the Partner Manager in day to day partner account activities.
  • Identifying commercial opportunities with existing accounts and working with the sales team to maximise these opportunities (including renewal of contracts).
  • Maintain client records in the company’s CRM system (training provided)
  • Ensuring contracts are maintained and up to date with mid-term adjustments.

The successful candidate will have the opportunity to work with a range of different businesses, many of which are leading UK and international brands. We’re looking for a team player who will be passionate about their role, is hard working and not afraid of a new challenge.

If you’re interested in this position at PCI-PAL, or would like some more information, then please send a cover letter and CV to careers@pci-pal.com

Source: https://www.pci-pal.com/account-manager/

Publish Date: March 29, 2016 5:00 AM


Business Development Manager

We’re looking for a Business Development Manager to join our vibrant sales team, with a focus on a key market; SME and mid-range contact centres.  The successful candidate will be a team player, determined, hard-working, and experienced in the contact centre and/or telephony space. The successful candidate will have the opportunity to work with a range of different business, many of which are leading UK brands.

OVERALL PURPOSE OF JOB:

  • The primary focus of the Business Development Manager is the sale of PCI-PAL services into businesses with contact centres in the UK with agent seats circa 10 – 150 seats. The role will from time to time require sales into similar environments in mainland Europe.
  • To identify new business sales opportunities through self-generated opportunities, inbound and partner leads, events and industry shows that the company may attend.
  • To work alongside the account manager and support teams to relationship manage new business accounts for the first 12 months post sale, participating in regular account review meetings.

If you are interested in this position at PCI-PAL, or would like some more information, then please send a cover letter and CV to careers@pci-pal.com

Source: https://www.pci-pal.com/business-development-manager/

Publish Date: February 1, 2016 5:00 AM


6 Ways To Improve Customer Experience

Providing a good customer experience is imperative for any company, as it encourages repeat business, establishes you as an authority and leads to positive recommendations.

They say that customers tell between one and four people when they have had a good experience, but can tell as many as eleven if they’ve not received satisfactory service. Although providing a good experience costs time and money, it really does pay to get things right every time.

Here are six ways to make the best impression and ensure your customers go away feeling valued.

1. Establish wants and needs

Your business will struggle to get off the ground if you have no knowledge of what your prospective customers want and expect. While there is no set blueprint for achieving this, one of the best things you can do is put yourself in the customer’s shoes and ask yourself how you would want to be treated.

It is also always good to ask anyone who comes to your premises open questions. These will help you to establish their desires; just be careful not to appear pushy.

2. Build rapport

If a customer likes you and feels you have something in common, then they’ll come back time and again.

Nobody likes a customer service robot, they like people who take an interest in them, and in some cases a bond can be made over something that at first appears irrelevant to the products and services your company provides.

Click Here For More Out PCI-PAL

3. Be receptive even when dealing with awkward enquiries

While the old adage that the customer is always right is far from true, you should take all expressions of dissatisfaction seriously and go the extra mile to reach a resolution. That’s not to say you should roll over and give in when a complaint is unfounded; just try to deal with it in the most personable way possible.

4. Engage with customers online

Social media is important for almost all businesses now, with many people choosing to check out a firm’s profiles before making a decision to work with them or purchase a product.

Sites such as Facebook and Twitter give you the opportunity to not only engage directly with those already drawn to your page, but also to find new audiences by providing informative and interactive content that will be shared and retweeted.

5. Read reviews and respond

Reading reviews is a great way to understand what customers think of your business and where it can improve.

Where people have been harsh, reach out to them and ask what you can do to make their experience better next time. Where you have received a glowing review, send them a thank you and even a reward.

6. Standardise your processes

If things are too complex, people will look elsewhere. A good customer experience is one that is simple and speedy, and if your systems are sluggish or overladen with lengthy forms, then you’re probably losing business to slicker rivals.

Everything from the wording of your literature to your website’s layout should be as simple as possible, without missing any important features.

Source: https://www.pci-pal.com/6-ways-to-improve-customer-experience/

Publish Date: July 30, 2015 5:00 AM


PCI DSS 3.1 – What’s it all about?

Nearly three-quarters of all UK adults bought goods or services online last year and this number will only increase. With internet shopping and payments rapidly growing in scale, it is more important than ever to stay secure. To this end, the Payment Card Industry Security Standards Council (PCI SSC) has recently launched their latest Data Security Standard to help businesses stay ahead of any potential security hazards.

Recent, well-publicised threats have highlighted the need for improved security. In 2014, Heartbleed was brought to the world’s attention, and many realised for the first time quite how serious internet security threats had become. Later in the year, POODLE was discovered and it became increasingly apparent that Secure Sockets Layer encryption (SSL) was no longer truly fit for purpose. Although it has been superseded by Transport Layer Security (TLS), many organisations still rely on SSL for secure communications.

Due to the increasing risk of relying on SSL, the PCI SSC have chosen to update the PCI DSS mid-cycle. Usually, the PCI DSS runs over a three-year course and is expected to be sufficient to last the term, however, owing to the nature of the risks associated with the continued use of SSL (as well as early forms of TLS), the PCI SSC have intervened and launched PCI DSS 3.1.

The revision requires that merchants move from using SSL to the latest forms of TLS (1.1 and 1.2) and businesses are strongly encouraged by the SSC to utilise the latest TLS 1.2. The PCI SSC make clear that they consider neither SSL nor TLS 1.0 examples of strong cryptography and should not be relied upon. From now on, under PCI DSS 3.1, PCI compliance will require that new technology which relies on SSL or early TLS cannot be introduced. In addition, from June 2016 no business will be allowed to use SSL or early TLS to protect payments (subject to limited exceptions for point of sale terminals). Businesses are therefore encouraged to update their security protocols as soon as is possible to retain PCI compliant levels of security and minimise vulnerability.

This update affirms that PCI compliance is crucial to ensuring that online payments are secure and reliable. By dealing with a PCI compliant business following the latest PCI DSS 3.1, you can be sure that your transactions are safe.

Source: https://www.pci-pal.com/pci-dss-3-1-whats-it-all-about/

Publish Date: February 16, 2015 5:00 AM

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