Sue Ellis, Head of Customer Experience Centre at Flogas: "We were seeing more demand from customers to pay for goods and services out of hours and through our customer facing colleagues. We knew we had to make a few changes to accommodate these needs, while ensuring we continue to protect their card data. It’s important to us that we can sell our products safely through all of our network.
"We needed a more robust and secure way to take payments. We had been using a ‘Pause and Resume’ method to protect our call recordings. But this is prone to error and is not a secure payment method in itself.
"Because of our multiple needs – securing our telephone payments in both contact centres and enabling payments via our depots, while simplifying the burden of PCI DSS compliance, we were recommended to speak to Eckoh by a specialist in payment data security. It was Eckoh who had the solutions we needed. They recognised our telephony challenge and proposed their CallGuard product which keeps our whole contact centre environment free from payment card data and out of scope for PCI DSS compliance.
"CallGuard enables our agents to take payments over the phone and gives customers the option to either enter their card numbers through their telephone keypad or speak them securely at the appropriate time. Because numbers are masked from agents on their screen, they don’t see or hear the details. And call recordings can continue unbroken.
"To help with payments at depots, and to add another option to contact centre telephone payments, Eckoh proposed their Pay-by-Link option. If the customer prefers to pay online while on the phone with an agent or at a depot, we can text them a link on their phone. The customer completes the payment page with their details and the agent or depot confirms the order for delivery at their chosen collection depot. What’s more, for either telephone or Pay by Link payments, we have the option to add functionality so our customers can pay using Apple Pay, Google Pay or PayPal in the future.
"We were very impressed, not only with the way Eckoh handled the project, but how easy it is for our agents to use. Customers have also remarked on its simplicity. As the solution could be incorporated into our outsourced contact centre, it meant we can now take sales around the clock.
"We’re delighted with the result. Since we rolled out CallGuard and the Pay-by-Link app throughout Flogas we have further improved the security of our environment, whilst having peace of mind that the business is PCI DSS compliant with our customer facing payments. Furthermore, we’ve improved the customer experience and made it more consistent and secure across our various channels and improved our ability to take payments out of hours."
Eckoh is a global provider of Secure Payment and Customer Engagement solutions via our Eckoh Experience Portal. We’ve an international client base and offices in the UK and US. We're providers in transforming contact centre operations by delivering customer experiences across every channel, boosting agent productivity, reducing operations costs and maximising payment security. We’ve over 20 years’ experience in contact centre technology solutions. Eckoh has been a PCI DSS Level One Service Provider since 2010.
Published: Friday, September 3, 2021
Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.
A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.
CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.
ChatGuard makes payments in Chat PCI DSS compliant and...
Award-winning PCI compliance phone and multi-channel payment application.
PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
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