Hosted IVR

February 07, 2013

Encoded's IVR Payment Solution Boosts Productivity for Virgin Holidays

By Mini Swamy
TMCnet Contributor

The Virgin Holidays, U.K.’s long-haul holiday company, operates non-stop and handles a wide range of enquiries that range from booking excursions to making invoice payments. With the growth of the organization, managing custom payments became difficult and it was forced to invest in new technology that would not only reduce handling charges for payments but would also help manage customer payments more efficiently, securely and without agent assistance.

Enter Encoded's IVR automated payment solution, offering customers an automated payment option, when booking holidays or excursions, via the company’s customer service department, noted officials.

In an age where credit card fraud and identify theft pose a constant threat to security, the Encoded IVR solution protected clients' personal and financial details, increased efficiency and reduced cost.

“The automated payment solution from Encoded offers high level of sophistication necessary to authenticate the caller, inform them of their outstanding balance and accept full or part payment without the need for agent intervention,” observed Jessica Baker, operations analyst at Virgin Holidays.

The advantage of using the Encoded solution was that it provided improved visibility with instant snapshots of all payment data. This helps Virgin Holiday's team to identify payment trends and decide accordingly on whether to scale its teams up or down. This means waiting times are reduced to zero, resources are optimally used and customers are happy.

Virgin Holidays selected an IVR automated payment solution from Encoded after evaluating many solutions in the market and has had no reason to regret its decision. It has also been particularly impressed by the high level of support provided by Encoded.

Since implementing the IVR automated payment solution from Encoded, Virgin Holidays claims that it has seen increased agent productivity and improved customer experience. Customers had access to self-service payment options and could even spread payments across multiple cards.

Recently, the company became one of the few IVR providers in the country to achieve payment card Industry data security Standard (PCI (News - Alert) DSS) compliance.

“With extensive experience of payment solutions and endorsement by the payment card industry security standards Council, Encoded’s tried and tested technology guarantees the highest levels of security, critical to operating in today’s fast-moving travel industry,” noted Robert Crutchington, sales director at Encoded. 

Edited by Carlos Olivera