Managing call center payments requires your business to understand all types of challenges.
Call center agents need to be able to engage customers so they will pay their bill. Back office operations staff need tools for easy reconciliation, reporting, and transaction tracking.
Customers also expect a good experience when they reach out to your call center to pay a bill. And on top of all this, your business must follow payment and communication compliance.
All-in-one software makes engaging customers easier, improves compliance, and helps your back office staff manage call center payments.
That’s why modern call center management should leverage software like PDCflow’s document, esignature, and payment tools.
Call Center Payment Software
Modern call center payment software should empower call centers to do more with just a single tool. There are many benefits that come from a consolidated payment and communication process.
- Faster payment collection: making payments easier through email and SMS requests means customers will pay faster.
- Cost savings: replacing paper billing processes eliminates paper, postage, and letter vendor costs.
- Easier payment management: native payments in your document and esignature software means better automations, tracking, and reporting.
PDCflow for Managing Call Center Payment Workflows
Sometimes taking a payment is a simple process. Other times, interacting with a customer means sending documents, requesting photos or files, taking signature authorizations and more.
This gets more complicated while you’re keeping compliance top-of-mind and maintaining a high-quality customer experience.
PDCflow helps contact centers manage call center payments, communication workflows, and customer experience by making processes easier for everyone.
By using Flow smart requests, call centers can combine the workflow actions you need into a single secure, compliant email or SMS message.
Request credit card and ACH payments
Send payment requests while on the phone with a consumer to guarantee a completed payment.
This keeps your agent-assisted payments out of PCI scope and reduces risk for your call center.
You can also send reminders with a payment link to capture more payments from consumers that prefer to interact through email and text, rather than a phone call.
Send documents
Send documents in a quick, secure process. Instead of mailing or faxing, your business can use Flow to ensure fast document delivery that only the intended party can access.
Request legal wet signatures
Send contracts, payment authorizations for recurring billing schedules, or other documents that require a signature. Because Flow produces a legal wet signature, any document you send can be signed electronically.
Request photos and files
Send Flows through text message, email or chat
PDCflow for Call Center Payment Security
PDCflow is designed with more than just consumer ease in mind. Our secure, native payments are a convenient way to help customers pay their bills safely— while your call center stays compliant.
- Payment Card Industry (PCI) Compliance - Adhere to the payment card industry’s data security standards with minimum effort from staff. PDCflow reduces call center PCI compliance scope, whether they are in an office or work remotely at home.
- Payment and Document Security - PDCflow keeps customer payments and personal information safe through tokenization, encryption and HIPAA compliance.
Our secure messaging lets your company send documents without risking a HIPAA violation or putting payment data at risk.
- Dual Authentication - Reduce fraud and meet compliance requirements by requiring dual authentication for customers to access messages. The shared secret you provide ensures only the right party can access the communications you send.
- Chargeback prevention - Flow offers customizable receipt text and automatic receipts sent to customers, so they remember their payment.
PDCflow also comes with audit trail reports, which allow your business to prove the right party made their payment intentionally through geolocation, date/time stamp and more.
- Regulation E - Fulfill your ACH recurring and one-time payment compliance. With PDCflow, fulfill the EFTA requirements your business must follow when carrying out electronic funds transfers.
Benefits of PDCflow for Managing Call Center Payments
PDCflow features add up to major benefits for companies, agents, and customers.
- Management saves time adhering to payment processing compliance and training staff on system use.
- Agents spend less time with each customer, maximizing the interactions they have per shift while simplifying their workflows.
- Consumers who complete authorizations, payments and other actions through Flows spend less time with agents and are not as likely to become confused and overwhelmed by the actions they’re asked to take.
Improved consumer experience
PDCflow’s software uses the digital channels consumers prefer. Flow is also more secure than other forms of communication, giving customers peace of mind.
Keep their payment data private and make them feel secure by offering a portal that can be custom branded to contain your logo and brand colors for a cohesive feel.
Agents close more accounts
Call center employees can stay in control of the conversation. When collecting on past due accounts, ending a call before a customer pays is taking it on faith the transaction will be completed.
By sending an email or SMS, agents can complete all their tasks while still on the phone, ensuring a payment before the call ends.
Speed up cash flow
Legal Wet Signature
PDCflow’s digital signatures are legal, just as a traditional ink signature written on paper—with the added benefit of delivery and completion in minutes, no matter where your customers are located.
There is no need to be face-to-face while documents are being signed or wait for them to be sent back by mail.
Flexibility
Open API integration
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- ABOUT THE AUTHOR -
Hannah Huerta, Marketing Specialist
Hannah Huerta is a Marketing Specialist at PDCflow. She creates content for the accounts receivable and payment industry.
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