With the development of omnichannel payment requests, consumers expect companies to offer secure methods adapted to their communication mode; first and foremost via the telephone, which remains the preferred channel for contact centers...
Secure payment via IVR, compliance with RGPD and protection of consumers' banking data
Payment by credit card is the payment method par excellence: it has been popular and growing for many years. In France, more than 65% of current consumption is paid with a CB card. In 2021, the Observatoire by CB* noted 14.2 billion CB transactions for a value of 648.8 billion euros, including 2 billion e-commerce transactions. Remote CB payments will increase by 13% in 2021 and still represent 22% of the total value of card payments. With this growth, the risk of fraud is also increasing. In fact, during the recent COVID period, the risk was accentuated by the development of telecommuting agents: not equipped with a secure solution, they recorded banking information in the clear, without supervision..
Regarding remote payments, a small increase in the fraud rate is to be noted; it is 0.174%, almost equivalent to that of 2018 with, for example, an increase in "phishing" attacks. This risk is thus controlled by compliance with PCI-DSS standards, which apply to contact center players, among others.
PCI-DSS (Payment Card Industry Data Security Standard) is a standard that designates all data security requirements applicable to the payment card industry. Initiated by five ecosystem players (American Express, Discover, JBC, Mastercard and Visa), this global standard has become a benchmark for consumer data protection. The standard will commit the provider to intervene in the storage, processing or transmission of cardholder data to, for example, protect the data, maintain a vulnerability management program, regularly monitor and test the networks, etc. The objective is to protect the consumer and to reassure him in the processing of the transaction.
Reassuring the consumer throughout the process
While we are seeing an increase in the number of telephone transactions, the dematerialization of money is not without impact. The sociology of money** teaches us that, for a large number of individuals, "cash is the only real money" and this invisible money generates worries. This explains the increased need for security on the part of the consumer, who wants to be assured that the transaction has been carried out correctly, firstly to ensure that the service purchased is delivered correctly and secondly that the amount deducted is error-free. This fear is amplified in a remote transaction context (known as "VAD"). The contact center, between customer knowledge and recording of conversations for the purpose of improving service quality or regulations, is at the crossroads of personal data. The possibility of paying by telephone, through an interactive voice server, is no exception to the rule.
It is therefore via an IVR coupled to the contact center, or via a transfer to a payment IVR, that the company will be able to offer its customer a fluid and secure payment experience. The experience can be fully automated*** (self-care), or assisted by an agent without breaking the channel; the transformation rate is often much higher with a telephonist, who adds a human dimension to a sensitive transaction.
In concrete terms, once the customer agrees to initiate the payment, the advisor transfers him to the secure payment IVR. The advisor then visualizes, in real time, the customer's progress through the secure voice payment tunnel. At no time will the call center agent hear the DTMF (Dual-Tone Multi-Frequency), linked to the customer's credit card number entry. The transaction is then processed and validated by a payment service provider (PSP). In 1 minute 30 seconds (average time observed), the payment is made. At the end of the transaction, the solution puts the customer back in touch with his advisor. The latter can then continue the conversation or take up another service offer. It is also possible to notify the customer of the payment confirmation by the channel of your choice (e-mail or SMS).
The use cases are numerous: book a trip or pay a late invoice, pay a deposit for a hotel room reservation, pay for a vacation... Or automate a collection process by phone. The company will be able to offer a payment solution adapted to its contact center or home office advisors, but also in self-service/self-care**** (without the need for a telephonist), when the contact center is closed. The consumer is reassured to be able to settle his transaction in complete security: this is a prerequisite for a successful user experience.
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