Customers now expect incredible flexibility when it comes to fiscal transactions, no longer limited to first-party bank payments or in-person transactions at a store.
McKinsey’s 2020 global payments report found that in several countries around the world, electronic transactions are growing at 10% or more, year-on-year. In this environment, it makes sense to equip your contact centre with payment processing capabilities – particularly right after a customer has completed an interaction, and is most open to further brand engagement.
What is Post-Call IVR?
You can define post-call IVR as an automated communication taking place after the customer has had a conversation with a live agent. It is typically used to conduct post-call surveys presenting customers with an IVR menu, where they can rate different aspects of their call. But you can also leverage post-call IVR to facilitate payments, especially after conversations that involve upselling or cross-selling of some kind.
Why Do Post-Call IVR Payments Make Perfect Sense?
Following a positive agent interaction and pleasing CX, customers will be most open to further engaging with the brand and even making another purchase. This is when a lead is still warm, so to speak, and companies can gain from customer interest by converting it into a deal win.
Further, recent advancements in voice biometrics make post-call IVR payments extremely secure. The IVR can analyse a voice snippet, ask for a keyword or phrase, and approve the transaction only once it has passed two or more levels of authentication, including voice biometrics, SMS OTP, email OTP, and the like. Voice biometrics is among the most secure authentication mechanisms because it is dependent on something you are and not something you know (like a password) or something you have (like a [physical key).
And, because the post-call IVR process is entirely automated, there is no risk of data exposure via an intervening agent who might turn out to be negligent or even an insider threat.
Getting Started with Payment Integrations with Post-call IVR
For post-call IVR payment to be functional, you need to integrate your IVR system with a payment gateway provider like Stripe using a connector service like Twilio. When the customer would enter their card details into the keypad, our IVR would pass the request onto the bank through the payment processing gateway which would then pass on the request to the card network (i.e., Visa, Mastercard, etc.). The card details and interaction behavioural data are checked, against non-markers of fraud as well as global blacklists, and upon passing the security check, the transaction is approved.
The signal is then relayed back downstream to reflect in the customer’s account as well as on your contact centre payment dashboard, without an agent ever being privy to the payment details.
Post-Call IVR Payment Use Cases
If implemented correctly, post-call IVR payments have a wide range of use cases. For example, after completing a telehealth session, patients can directly pay using IVR. utility payments and tax payments can be automated by scheduling an outbound IVR call so that all dues are collected on time.
