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Contact centre management

DTMF masking doesn’t just enable secure keypad payment by phone, it also offers a much better customer experience

The decision to switch to DTMF masking in order to take secure keypad payments by phone is often presented as something that’s for the benefit of the organization taking the payments. What’s often overlooked is the fact that switching to DTMF masking also offers significant benefits to end- customers. Indeed, our own research shows that …

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The history of DTMF in contact centers

The image of dual tone multi frequency signalling (DTMF) has come in for a makeover recently in  contact centers.  The engine behind automated IVR menus for many years, it also now facilitates new ‘keypad payment by phone’ technology to help keep customers’ card numbers safe when paying over the phone for goods and services. The …

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Cash is no longer king – how does this affect the payment card industry?

It’s just been reported by the British Retail Consortium that payment by card now accounts for more transactions than all other payment types combined in the UK. In particular, there’s been a massive growth in the use of contactless card payments, so much so that there’s speculation that we may be moving towards becoming a …

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Why US contact centers need to wake up to the EU’s new GDPR data protection legislation and other new security requirements

A recent survey by PWC found that over 90% of US companies surveyed viewed GDPR compliance as one of their top data security priorities in 2017, and over half of those stated that it was their single most important issue of concern. Why is this? In May 2018 the EU’s general data protection regulation (GDPR) …

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DTMF ‘card payment by phone’ technology: customer experience and average handling time

We are often asked whether consumers using DTMF ‘keypad payment by phone’ systems like it; whether there are any barriers to take-up; and whether it increases or reduces average (call) handling times (AHT) in contact centers. Taking these in turn: Customer preference and experience Consumers generally hate reading their card numbers out over the phone to …

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Five ways to reduce queuing time in your contact center

Customers generally hate waiting on hold, and the longer that they have to hold the more chance there is that they’ll abandon the call. High call abandon rates are never good but they’re particularly problematic if your business is running any kind of inbound marketing campaign when every call abandoned can mean lost business. Even …

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