Delayed credit card authorizations mean lost sales to contact centers, but most don’t know the steps they can take to save both money and increase customer goodwill.
A newly-issued Best Practices paper – Contact Centers: Payment Processing Operating Efficiencies – published by CyberSource Corporation, a leading provider of risk management and electronic payment solutions, presents clear strategies that can result in increased operating efficiency, increased agent efficiency, increased conversion rates and reduced processing fees. It gives examples of how efficiency is realized with each best practice as contrasted by more common industry practices.
“In the contact center environment, seconds shaved from the time spent on calls translates into big savings,” says report author, Michael Hartong, who has been associated with all aspects of the contact center industry – inbound, outbound, customer service – for over a decade. “Unfortunately, most contact center managers aren’t aware of how much time and money they are wasting on inefficient payment processing.”