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News : Screwfix Secures Contact Centre Payments With Eckoh's CallGuard
Contact centre technology provider, Eckoh announces that it has won a new three year contract with Kingfisher IT Services to provide its card payment service, CallGuard, for its Screwfix contact centre.
Screwfix is a multi-channel supplier of trade tools work-wear, and plumbing and electrical essentials. Customer Service is top priority at Screwfix and the business is proud of their contact centre.
The agreement will see Eckoh supply Screwfix with its CallGuard payment solution which is compliant with the Payment Card Industry Data Security Standards (PCI DSS). CallGuard Hosted enables customers to provide card payment details to an agent securely over the phone without those details being heard or transferred into a contact centre environment.
Andrew Ashby, Director of Customer Operations at Screwfix, said, "As a business committed to providing our customers with the very best service, we wanted to ensure that all our payment processes remain as secure as possible, including transactions through our contact centre. CallGuard fulfils this need perfectly and enables us to take payments from customers over the phone in a PCI compliant way, without compromising the customer experience."
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Eckoh is the UK’s largest provider of hosted speech recognition services, with experience in successfully deploying self-service solutions. These allow our clients to efficiently manage their contact centres by replacing the more repetitive calls with an effective and intuitive automated service. Our carrier-grade platform has the scalability to handle over 650,000 calls an hour and up to 8,000 simultaneously. Our platform has the capacity to manage even the most dramatic and unexpected call peaks.
About Screwfix Direct Ltd:
Screwfix Direct Limited operates as an online supplier of trade tools, fixings and accessories, and hardware products in the United Kingdom. Screwfix is the UK's supplier of tools, accessories and hardware products to the trade, delivering millions of products to building professionals and serious DIY enthusiasts every year. Customers can shop at any local Screwfix branch, via the web or by phone via the Screwfix National Contact Centre. The Screwfix operation is supported by the famous Screwfix catalogue – the key reference source of the trade - which is updated on a quarterly basis. The catalogue is the most comprehensive resource for products – from screws to roofing materials to power tools – in the UK.
Published: Wednesday, April 22, 2015