May 02, 2012
Datatel Communications Adds Customer Surveying to Self-Service IVR Bill Paying
By Tracey E. Schelmetic
While customers haven't always been keen about interactive voice response (IVR) technology for call routing and self-service, they're becoming more used to it, and they start to appreciate it more when it can actually do something for them...like make credit or debit card payments via the phone. Many companies, however, aren't stopping there, and they're adding an extra element to their IVRs, a customer satisfaction survey process. In this way, they can offer customers a service they like – and measure customer satisfaction scores – at the same time.
Datatel Communications Inc. (Datatel Inc in Canada), a provider of PCI (News - Alert) compliant IVR telephone payments-as-a-service, this week announced the addition of IVR customer satisfaction survey capabilities to its PCI compliant IVR telephone-payments-as-a-service for call centers solution. Datatel's services are used by businesses and call centers to securely process credit card payments for products and services over the telephone (IVR) without live agent intervention.
According to Datatel, its IVR credit card processing clients will be able to measure customer satisfaction immediately after a payment has been completed. Because it's integrated into the IVR credit card payment process, transition into a customer satisfaction IVR survey is seamless to the caller, and part of the complete telephone payment experience. Datatel's clients are able to securely collect credit card payments over the telephone, and measure customer satisfaction all in one call, said the company in a press release.
“By combining IVR Credit Card payments over the telephone and customer satisfaction IVR surveys, businesses and call centers can accomplish two critical business objectives, meet payment card industry security requirements (PCI-DSS) and measure customer satisfaction in one single customer touch point,” said Barnard Crespi, Co-CEO of Datatel. “Customers who are using the combined functionality, are experiencing a higher survey participation rate than other post call survey method,” he added.
For more information about Datatel, visit http://www.datatel-systems.com.
Edited by Brooke Neuman