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Is your contact centre the panto villain?
Wednesday, 06 December 2017

Is your contact centre more of an Ugly Sister than a potential princess? If so, take action — before you hear the boos coming from customers.

CC panto villain 900

Meet Cinderella People often refer to the contact centre as the Cinderella of any customer-facing organisation. Maybe we're actually thinking of the unsung heroes inside — the loyal agents who handle all the calls? After all, they do much of the hard work of managing and retaining customers, but may not be properly recognised or paid enough.

The job of any under-appreciated agent can be made even tougher if organisations fail to notice the pressure they're under. There may be many obstacles preventing your agents from being able to 'go to the ball' and shine like they should.
Here are three reasons why this happens:

#1 Too much mopping up If your IVR is behaving badly then the poor Cinderella-like agent feels the rage of frustrated customers and has to clear up the mess.

#2 Extra chores, every day Agents often face the morale-sapping hassle of switching between multiple systems and screens to answer customer enquiries — unless a fairy godmother steps in to give them a unified desktop.
#3 Missing the right tools Without omni-channel service, organisations are leaving many customers disappointed — and agents are starved of the right tools to do a sparkling job.

Contact centres can sometimes rumble along like this for years, as agent morale starts to slide and customers drift away. It's a sorry tale. But things can turn really nasty when money is involved.

Enter the panto villain Any fine work performed by the Cinderellas can be overshadowed by problems with taking card payments. That's when contact centres can morph into the Ugly Sisters.

Things can go awry when agents take card payments over the phone. Unless processes are really locked down and secure, then there's always the risk of card-not-present (CNP) fraud if any rogue agents decide to steal and misuse card data.
There's no fairytale ending when this happens. In fact, any data breaches can result in fines, brand damage and a loss of trust among customers. Your best days will probably be 'behind you'.

But simply purchasing a standard PCI DSS solution to ramp up card payment security isn't always the answer.
This slipper won't fit! PCI DSS is a standard that fits self-service web payments and face-to-face transactions very well. But, it’s a much more awkward to meet in a contact centre dealing mainly with telephone payments.

Not only are contact centres different sizes and shapes, they also contain very different components, such as outbound diallers and CRM solutions, which cannot easily be shoe-horned into a standard, inflexible PCI DSS solution. Some of these components may not even be physically located in the contact centre, so squeezing them into a pre-defined PCI DSS solution is a struggle to say the least.

Put simply, one-size solutions do not fit all merchants. So instead of making PCI DSS compliance easy, you can spend a fortune, waste hours of time and still end up with a solution that doesn't fit and feels ugly to everyone. On top of that, you may still be vulnerable to data breaches. It's the worst of all worlds for you and your customers.

This one fits just right! The answer is to find a PCI DSS solution that wraps around your business without constraining it — so it feels as comfortable as a glass slipper. With the right payment security partner, you'll be able to use customisable components that integrate with whatever systems you use.

Phone payments become ultra secure and easy to manage. Your agents can put their best foot forward, walking hand-in-hand with customers in total confidence. Of course, it goes without saying that everyone will live happily ever after.
If you're looking for the best path to PCI DSS compliance for your contact centre, then download your free copy of our Definitive guide to PCI DSS.

If you'd like to know more about secure payments then give us a call on 08000 630 730 or drop us an email at This email address is being protected from spambots. You need JavaScript enabled to view it.

About the Author

Claire Lynam

Claire Lynam

Marketing Manager

Claire is a professional marketer with 30 years experience in marketing, communications and PR, creating content and collateral that resonates with an organisation's audience. Having worked in multi-national companies and SMEs, Claire has expertise in creating messaging that works for both B2C and B2B markets. 

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