7 Call Automation Must-Haves for Payments Organizations

7 Call Automation Must-Haves

for Payments Organizations

High Call Containment

Copyright © 2015 The Plum Group, Inc www.plumvoice.com

When customers transfer out of automated systems to a live agent or hang up and call back, it raises your overall customer service costs. Lower costs hinge upon high call containment.

Increased Call Containment 1


To improve call containment, you need to improve your IVR’s performance. To do that, you need to analyze the key metrics that frustrate customers and use that data to opBmize your user interface—to make it efficient and user-‐friendly.



With an analyBcs tool designed specifically for voice applicaBons, you can use real-‐Bme metrics to make incremental improvements that increase containment, shorten calls and ensure customer saBsfacBon.


Customer Experience


If an IVR isn’t easy and efficient, customers aren’t happy.

If customers aren’t happy, they transfer to a live agent.

Improved Customer Experience 2


With the inherently high call volume and seasonal spikes for companies in the payments industry, the customer experience is even more important. It’s vital to provide a good experience so customers have no need to leave your IVR.

Improved Customer Experience 2

Secure Infrastructure


Security breaches deteriorate customer trust, which negaBvely affects all business. It’s vital for all companies that handle sensiBve to keep that data secure.

Secure, Redundant Infrastructure 3


Handling highly sensiBve data for customers is the norm for companies in the financial services arena. For those in the relaBvely new prepaid card industry facing a changing regulatory environment, security is an even greater concern.



Your voice app should run on a mature, redundant infrastructure with rock-‐solid security. Your vendor should be PCI DSS Level 1-‐cerBfied, use Tier 1 redundant telecom infrastructure and house data in secure, geographically disperse Class A datacenters.


Guaranteed Scalability


Call spikes can bring customer service to a grinding halt if your infrastructure can’t automaBcally, immediately scale to handle the extra load.

Many IVR vendors are resellers, and not all of them can scale during call spikes without adding to their infrastructure.

Easy, Guaranteed Scalability 4


You need a core IVR vendor that can scale without adding to their infrastructure or passing higher costs onto you.

Easy, Guaranteed Scalability 4

Fraud Prevention


Fraud affects customer loyalty, finances and branding. Fraud prevenBon, however, generally raises operaBonal costs and increases the number of steps customers have to take.

Fraud Prevention 5


Set up to help customers, not prevent fraud, call centers are vulnerable to increasingly sophisBcated fraudsters who leverage info from social networking sites to manipulate helpful agents using weak authenBcaBon methods.

Fraud Prevention 5


Your IVR should have an extra layer of protecBon that fraudsters can’t overcome. Voiceprint technology provides that extra security layer without increasing operaBonal costs or requiring any extra steps from customers.

Fraud Prevention 5

Automated Card Registration


Using live agents for simple, redundant calls such as card registraBon is an unnecessary expense. Modern voice systems are more than capable of handling such calls, faster and at lower cost.

Automated Card Registration 6


Prepaid card companies receive a big part of their calls from card acBvaBon and registraBon, as well as refilling balances on ‘open-‐loop’ cards. AutomaBng these calls lowers overall customer service costs.



Your IVR should automaBcally collect customer data to make calls as short and easy as possible for customers. It should be able to do this through reverse data lookup based on a caller’s number, speech recogniBon and transcripBon.


Comprehensive Services


It’s not easy to design a successful voice applicaBon. There are many, many frustraBng, inefficient voice apps out there as evidence of that.

Access to Comprehensive Services 7


To ease your effort, you need access to expert support and training. You also need access to support documents, APIs and an acBve, comprehensive user support forum.



Your vendor should have experBse in everything IVR—project management, network planning, disaster recovery planning and security. They should have experts in applicaBon development, data integraBon and storage, IVR dialogs, telecom infrastructure and more.


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7 Call Automation Must-Haves for Payments Organizations