Payment Solutions

Difference offer a range of payment solutions including self-service and agent-assisted payment IVRs, web payment portals and click-to-pay solutions.  Cost effective and efficient, they enable businesses to capture payments in a secure, compliant environment.

Payment processing and PCI compliance

With payment processing comes the need to ensure your organisation is PCI compliant whether, for you, that means making a small amount of agent seats or  your entire contact centre environment PCI compliant.  Pause and resume recording alone has its drawbacks: it is subject to agent error, it often still leaves the agent exposed to sensitive card details and it requires regular checks by your personnel to ensure agents are adhering to the pause/resume process.

PCI DSS (Payment Card Industry Data Security Standard) is a set of rules of laid out by the PCI Security Standards Council to protect card holder data from authorised access.  Due to the complexity of the PCI DSS audit alone, more and more clients are opting to conduct payment processing through PCI DSS Level One solutions, so that they can continue to run their busy operation without distraction and reduce the scope of the lengthy and time consuming audit.

Why is PCI DSS necessary?

It protects consumers from payment card fraud and it protects your business from exposure to liability which, in turn, protects your brand reputation.

Some of the payment solutions that we offer include:

Pay by phone

Web payments

Click-to-pay

Why self-service channels?

A 24 hour self-service payment service is a very effective way to offer a broader,  better service to your customers whilst minimising staff costs.  It has also been shown to improve collection returns.

Call centre agents can account for 70% of the expenditure in call centres.  Using automation frees up the most expensive cost of collections – your staff –  to deal with the more complex cases.  This two-pronged approach can drive down the cost of collections and increase the returns.

Self service enables you to extend opening hours without the need to extend your staffing budget by employing more staff or paying for more hours.

Some studies show that over half of customers prefer automated self-service and see it as less intrusive than dealing with humans.

I have been a client of Difference Corporation for around 5 years across a few different companies now – in energy and telecoms.  I’ve used them on several projects – payments via IVR being one, live chat, text based payment facilities and so on and no doubt I will use them again in the future.

I always find them very responsive and I rate them highly.

Scott Mackay, Head of Marketing and Learning, Economy Energy

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