Daily life in Indonesia is now heavily reliant on digital payments. From ordering food to making transactions at gas stations, everything is integrated with online payments. A recent three-hour banking app downtime that triggered mass protests on social media highlights the critical importance of reliable digital payment services.
According to data from PwC Singapore, digital wallet transactions in the Asia-Pacific region were valued at USD 22 billion in 2019 and are projected to grow more than fivefold to USD 114 billion by 2025. Additionally, the number of QR payment app users in Singapore, Malaysia, and Indonesia reached nearly 1 million people in July 2023, with an estimated growth of 78% by 2025.
How to Make Your Contact Center Adaptive to Digital Payment Preferences
It is clear that customers now demand flexibility in how they purchase and pay for products, expecting a digital experience that offers speed and convenience. Whether customers contact you via social media, live chat, SMS, or phone and email, the payment experience must be fast, seamless, and of high quality.
Organizations that offer the most convenient and easy experience tend to win over consumers’ hearts and minds. Therefore, for those of us running a contact center for our business, let’s pay attention to the following factors:
- Infrastructure Preparation:
- Strengthen the Network: Ensure your network is robust and capable of handling financial transactions. Document security protocols and ensure the system has appropriate access controls, identifying and addressing system vulnerabilities before opening the contact center for financial transactions.
- Data Security: According to standards set by the Payment Card Industry, 30% of agents reportedly have access to customer payment data even when they are not receiving calls. Such vulnerabilities must be addressed before considering accepting on-call transactions.
- Agent Training:
- Ethics and Security: Train agents to process transactions over the phone with strict ethics and security measures. Agents must understand the importance of safeguarding data and should not appear forceful or aggressive when interacting with customers.
- Problem Reporting: Agents should promptly report any issues or obstacles to a supervisor to ensure the problem can be resolved quickly.
- Secure Payment Solutions:
- Compliance: Use secure and industry-compliant payment solutions to facilitate customer payments. Ensure the solution meets all applicable regulations and security standards.
- Customer Confidence: Ensure customers feel comfortable and that their data is well protected through proper contact center management and compliance.
So, Are You Ready to Embrace Digital Payment in Your Contact Center?
In a world filled with digital presence and online interactions, the ability to process payments through agents is essential for any contact center.
By preparing robust infrastructure, adequately training agents, and using secure payment solutions, your contact center can manage customer payments smoothly. This not only increases customer satisfaction and trust in your brand but also ensures that your contact center is ready to face the challenges of digital payment in the future.
Make sure your contact center is ready to face the challenges of digital payment and become a leader in providing safe and efficient services to your customers. Contact us to make this a reality in your company!