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Despite the increase in online transactions, payments made via the Mail Order Telephone Order (MOTO) channel are still significant. Today, voice payments, which make up over 95% of all MOTO transactions, are proving to be the most difficult and costly to secure. It is a common, but false, belief that telephone based sales will diminish as companies move their business from bricks and mortar to on-line. In fact the reverse is true – as on-line business increases, merchants’ contact centres have to expand to cater for those on-line shoppers who, mid transaction, turn to a customer representative for the information they need to make their purchase. It is therefore becoming increasingly important to promote that your organisation takes telephone payments securely and provide peace of mind to customers who make payments over the phone.
At the same time, consumers are continuing to embrace digital engagement channels in their every day lives, requiring businesses to innovate and invest in ways to meet customers where they are to offer them payment options. Pursuing an omni-channel payments strategy can prove to be difficult to keep secure, but Semafone’s solutions provide a simple solution to take secure payments across any digital engagement channel.
Secured by Semafone does exactly that, by providing an additional layer of security which gives your customers complete peace of mind when you are paying for something over the telephone.
Whenever your customers see the Secured by Semafone trust mark or hears the Secured by Semafone name they know that their telephone payments will be secure and that they will never be asked to say their card numbers out loud.
By using the Secured by Semafone mark you are ensuring that the trust and reputation you have built for your business is protected.
Take your customers through the process with our step by step guide to our Cardprotect Voice+ solution:
At the point of payment the customer will be asked to enter the long number on the front of their card (PAN) and the 3 or 4 digit security code found on the reverse (CVC) into their telephone keypad instead of speaking them over the phone.
While you are typing in the numbers, Semafone replaces the different “beep” tones made by each key so that the person on the other end of the line can hear nothing but a flat tone which cannot be identified.
Unlike the automated systems which require you to interact with a machine or a recorded voice, the contact centre agent remains on the phone call with you throughout the entire payment process. This way, the customer will always have a real person to help them if they mis-key in their number or have any queries.
Even when a call is being recorded, a customer’s card numbers are completely safe. The contact centre agent cannot hear or see their card numbers and call recordings do not capture either the long number on the front of the card or the three or four figure security code. The agent’s computer screen only shows asterisks and the last four digits of the customer’s card number.
Card numbers aren’t recorded or processed on the contact centre systems anywhere either – the patented Semafone payment method communicates the information directly from the customer’s telephone keypad to their bank via a payment service provider.
Secured by Semafone is designed to deliver complete PCI DSS compliance for your contact centre, to stop fraudulent card transactions and make telephone shopping even more secure.
Cardprotect Voice+ gives customers:
Customers will come to know and expect that their payment data will be protected during telephone transactions, and this will give your brand a competitive advantage against those companies that don’t offer a secure payment option.