#contactcenterworld, @encodedivr
Gatwick, West Sussex, UK, Nov 19, 2020 -- Encoded, a Payment Service Provider and provider of secure payment solutions for contact centres, has announced that Milk & More has successfully deployed its IVR and Agent Assisted Payment technology to boost time and cost efficiencies.
Milk & More’s contact centre is a busy operation handling many calls monthly. At the start of lockdown when Coronavirus triggered panic buying, resulting in bare supermarket shelves and a switch to home delivery shopping, the Encoded solutions proved invaluable.
Rebecca Manning, Head of Customer Service at Milk and More said, "At the beginning of the pandemic we were inundated with calls and in just 3 days, registered around 30,000 new customers. This tremendous increase in demand forced us to prioritise calls including encouraging customers to use automated methods.
Fortunately, the simplicity of Encoded’s IVR and Agent Assisted Payment solutions meant we could quickly train our advisors and educate our customers to the benefits of automated payments while maintaining customer loyalty. In a very short space of time we have dramatically increased sales and the numbers are still growing."
Rob Crutchington, Managing Director of Encoded said, "The simplicity and flexibility of Encoded technology allows organisations to add agility to their customer service operations}}. During periods of change or in a crisis when time is of the essence, busy contact centres can rely on our solutions to simplify the payment process. Implementing IVR payments helps to deflect time-consuming calls away from the contact centre and shave pounds off squeezed budgets all while maintaining high levels of customer satisfaction and loyalty."
#contactcenterworld, @encodedivr
Posted by Veronica Silva Cusi, news correspondent
Source: https://pressreleases.responsesource.com
About Encoded Ltd.:
Encoded provides interactive voice response solutions and automated payment solutions. Encoded has invested in achieving the highest level of PCI DSS compliance. It has a Level 1 Attestation of Compliance (AOC) which applies to organisations that store, process and/or transmit more than 300,000 Visa transactions per year it also appears on the Visa Europe Merchant Agents List.
Published: Friday, November 20, 2020
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