What is the best way to setup our payment call flow?

The best way to set up inbound and outbound calling to take customer card payments.

Before we consider the best way to set a call flow I would get the following information from the business.

Questions to ask the business

1. How many payments does the business take over the telephone per month?

2. How many staff would need to take telephone payments if they were secured?

3. What telephone numbers do people call to make a telephone payment?

4. Where do customers go to find these numbers to call?

5. Does the business take payments on inbound, outbound or bi-directional calls?

Let's look at why we would ask these questions

1. Knowing the number of payments helps you decide how financially important this project will be when viewed by the business. There is no use trying to push through a complicated change to telephone system or call routing if the business is trying to protect 1 - 20 payments per month. We suggest publishing a new telephone number from Paytia and informing callers that is the number to call to take payments. Or, have agents tell customers you will call them back on the new secure payment service and call into your Paytia telephone number to place the secure outbound call,

Both of these options are simple to achieve and require no changes to business systems or hardware.

2/3. Knowing how many staff need to take payments and which telephone number customer call will help you decide if you can run the service on one business telephone number or if you need to widen the service to main business telephone numbers. If you have a virtual inbound number such as toll free or hosted telephone number you can divert that directly to the Secure Virtual Terminal telephone system. Secure Virtual Terminal will divert the call back to your business on a different telephone number you can setup so inbound calls from Secure Virtual Terminal go directly to a dedicated team who deal with payments.

4. If customers get telephone numbers or contact information from your website or other digital information boards you can adapt you can choose a new dedicated payment telephone number during the Secure Virtual Terminal account setup. This enables payment calls to be routed directly to the right payment team when customers call.

5. Knowing where and in which direction the business takes payment calls enables you to define the most cost effective process for utilising Secure Virtual Terminal to collect and handle your customers payment card details.

What consider when you plan

a) Cost. Secure Virtual Terminal has to make a telephone call to your business number to allow us to forward your business a customer over our secure route. Calls cost Paytia money per minute so we have to charge for those calls. Although Secure Virtual Terminal allows you to buy bundles of call minutes to keep costs down we advise you consider how you setup the service to receive payment calls. Points 1 - 5 are all important in this consideration. If your business takes 1 payment call per month which you need to be compliant for you do not want to route and pay for secure calls per minute for all your business calls. 

b) The product and customer journey you are looking for. If you want a simple service that allows an agent to enter, transaction amount, and optionally; numeric reference number and agentID (allows you to know who took the payment) then the Pay729 keypad service will work well. If you want to be able to capture, name, address, account and reference numbers (containing letters and numbers) we suggest you look at the Secure Virtual Terminal.