One call One connect
As credit card payments have became commonplace, people on both sides of the transaction have concerns about security. Companies have to protect their own financial security while maintaining a reputation for providing a safe, accommodating payment system to their customers.
Today the issue is especially important because call centers and the Internet have significantly magnified transaction volume. Yet thanks to numerous innovations, card users can feel secure about how their identity and credit card information is handled. In many ways, outsourcing providers are leading the way. The Concentrix One-Call, One-Connect (OCOC) service provides an outstanding example.
Technology at work
One way to preserve security is to reduce or minimize human interaction while also ensuring precise data recording. The OCOC service uses an Interactive Voice Response (IVR) application to achieve this objective. The whole process begins when an agent receives a call and then transfers the caller to the IVR. This system prompts the customer to enter his or her credit card information, then processes and validates everything, instantly, through the leading global payment processing service. After processing, the customer is then transferred back to the agent where they complete the transaction and conclude the call.
The secure facility behind OCOC is designed to combine the best of both human interaction and IVR technology. Call center personnel are taken completely out of the data entry equation where errors or other security problems can occur. Yet they remain integral to the part of the call where customers need the familiarity of working with a “real person”. Security is further preserved with other measures we undertake. For example, there are no physical means for recording or transmitting customer information within the work area. No paper, writing instruments, recording devices, removable drives or cell phones are permitted in the center while personnel are at work.
Developed for flexibility
OCOC assures accurate processing along with security and peace of mind for the user. And this was completely by design. OCOC was created by the Concentrix global application development team.In creating the platform, our team adhered to strict PCI (Payment Card Industry) standards as well the need to integrate the service with a variety of customer implementation situations – including developing APIs to integrate with existing systems. Flexibility to work with various languages, internal applications, different countries and currency conversion considerations were also incorporated. Today, OCOC has proven very successful. The platform is used to process hundreds of thousands of transactions annually on behalf of Concentrix and our clients. Volume continues to increase along with the number of clients who have successfully integrated it into their various sales, customer service and support scenarios. Since the first implementation, OCOC has processed more than one million transactions – with security completely preserved for the customers our clients serve.