Clients Preventing Card Fraud in Call Centres
Semafone is in use in a number of call centres across a variety of sectors including retail, services, travel and government.
CLIENT CASE STUDY: FCO and Careline Services
Call Type: For overseas UK citizens applying for a British passport the Foreign and Commonwealth Office provide a fee for service help desk to assist passport issuing British Embassies and High Commissions passport related queries. Credit and debit card payments are taken for this fee for service.
Why Semafone: The Foreign Office wanted an outsourced solution whereby the Foreign Office applications and infrastructure were never privy to credit and debit card security sensitive data and therefore had no exposure to PCI DSS compliance. The Foreign Office selected Careline Services as their outsourced provider. Semafone provided a solution whereby card payments were processed, in compliance to PCI DSS, within the Careline Services’ environment, with no credit card credentials ever being held or stored within any Foreign Office infrastructure.
"With the success of Semafone deployments for a number of our other clients we were confident that the Foreign Office would also appreciate the added level of security that Semafone brings beyond the requirements of PCI DSS compliance. It was a straightforward process of integrating Semafone into the Foreign Office’s payment gateway, Royal Bank of Scotland’s Streamline. Agent feedback has been very positive with agents commenting on how easy it is to collect card details without any need to transcribe which otherwise inevitably leads to errors and delays in taking card details."
Richard Glanville, Account Director
Careline Services http://www.careline-services.co.uk/
"Semafone provided a solution whereby card payments could be processed within our outsourcer environment without credit card details being entered into our Foreign Office (FO) application. Card details are immediately processed through a payment gateway with only the amount and authorization code being shared with FO application. We appreciated that Semafone’s PCI DSS compliance solution for our call recordings allowed us to take the PCI Council’s recommendation to remove card sensitive data from our applications and limit all such data retention."
Alan Marshall, Head of Business Systems Support Unit,
Passport and Documentary Services Group
FCO http://www.fco.gov.uk/en/
Client Case Study: Specsavers
Call Type: Collection of payments from customers over the telephone for contact lens mail order service
Why Semafone: As a member of the Top 50 Call Centres Specsavers wished to continue to demonstrate their commitment to serving their customers with the highest possible level of customer service. Whilst having to address PCI DSS for both call recording and screen recording Specsavers wanted a solution that put the customer first. Having reviewed a number of different solutions Specsavers saw the many advantages that the Semafone solution afforded them.
"Since the introduction of the Semafone solution we have seen a massive uplift in customer satisfaction. The feedback we have had so far is that customers love being able to use their telephone keypad to enter details whilst remaining in conversation with the agent at the end of the line, this means that if they do have any questions the agent is on hand to answer them. Many people have commented that they’ve struggled in the past with automated IVR payment methods, especially when they enter details wrong, and see this as a fantastic solution to help resolve issues like this. Customers have been bowled over by the fact that, in their eyes we’ve gone the extra mile to ensure their payments details are protected from fraud and identity theft. "
Jonathan George, Head of Contact Centre Services
Specsavers www.specsavers.co.uk
Client Case Study: Manchester Airports Group
Client Case Study: BeCogent
Call Type: Taking payments for a number of major high street retailers for their home delivery services.
Why Semafone: An integrated solution was required to satisfy PCI DSS compliance whilst it was not possible to change their clients’ Customer Relationship Management (CRM) application packages. Semafone provided a solution that minimized the impact to existing technology solutions (call recording, automated call distribution, screen recording, etc) and allowed for an integrated approach with multiple client CRM solutions.
"Knowing that Semafone was developed within an outsourced call centre where the solution had to cater for multiple telephony switches, multiple call recording solutions, multiple ACDs (Automatic Call Distribution) and multiple clients’ CRM applications gave us the confidence that Semafone could meet our equally diverse requirements. It was critical that the Semafone solution had minimal impact on our Average Handling Times (AHTs) as we handle thousands of calls a day on behalf of our clients. Whilst PCI DSS compliance was a top priority of our clients we needed to find a cost effective solution that also met the very stringent demands on customer satisfaction. When bidding for new business we have discovered that Semafone provides us with a competitive edge over our competition."
Dermot Jenkinson, Chairman
BeCogent www.becogent.com
Client Case Study: Careline Services Limited
Call Type: Taking card payments on customer retention calls and inbound retail sales.
Why Semafone: Semafone was developed within Careline to meet the PCI DSS compliance demands of multiple Careline clients.
"Often times it is the outsource provider that is the first to be hit with the challenge of meeting new industry requirements. Careline was approached by a number of its clients in 2007 requesting details in how Careline was going to tackle PCI DSS within its call centres. Our investigation into the available solutions for call recordings in the market place was not positive. Pausing call recording was not acceptable to our financial services clients. An automated payment IVR had too much risk in call fallout and did not meet a number of our clients' high customer satisfaction requirements. Our extensive experience in call centre management led us to design a solution that met all our customers' requirements and allowed us to capture the complete customer call experience within our call recordings. The design of Semafone was always driven from a call centre requirements perspective with huge focus on minimizing Average Handling Times (AHT)."
Charles Cooper-Driver, Managing Director & Co-founder
Careline Services http://www.careline-services.co.uk/
