{"id":23060,"date":"2020-11-19T14:29:22","date_gmt":"2020-11-19T14:29:22","guid":{"rendered":"https:\/\/www.customerservicemanager.com\/?p=23060"},"modified":"2020-11-19T14:29:22","modified_gmt":"2020-11-19T14:29:22","slug":"milk-more-secure-automated-ivr-agent-assisted-payments-from-encoded","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/milk-more-secure-automated-ivr-agent-assisted-payments-from-encoded\/","title":{"rendered":"Milk & More Carries on in a Crisis With Secure Automated IVR and Agent Assisted Payments From Encoded"},"content":{"rendered":"\"Milk\n

Encoded, a leading Payment Service Provider and pioneer of innovative secure payment solutions for contact centres, has announced that Milk & More has successfully deployed its IVR and Agent Assisted Payment technology to boost time and cost efficiencies.<\/strong><\/p>\n

Using Encoded<\/a>, Milk & More has reduced the number of payments managed by contact centre advisors from 15,500 to just 2,900 a month.\u00a0 Most recently, the company has relied on Encoded to support a significant increase in demand during the COVID-19 health crisis as product sales soared by over 300%.<\/p>\n

Milk & More\u2019s contact centre is a busy operation with 130 advisors typically handling around 80,000 calls a month.\u00a0 At the start of lockdown when Coronavirus triggered panic buying, resulting in bare supermarket shelves and a switch to home delivery shopping, the Encoded solutions proved invaluable.<\/p>\n

Rebecca Manning, Head of Customer Service at Milk and More said, \u201cAt the beginning of the pandemic we were inundated with calls and in just 3 days, registered around 30,000 new customers.\u00a0 This tremendous increase in demand forced us to prioritise calls including encouraging customers to use automated methods.<\/p>\n

Fortunately, the simplicity of Encoded\u2019s IVR and Agent Assisted Payment solutions meant we could quickly train our advisors and educate our customers to the benefits of automated payments while maintaining customer loyalty.\u00a0 In a very short space of time we have dramatically increased sales and the numbers are still growing.\u201d<\/p>\n\"Orange\n

The greatest hurdle to introducing automated payments successfully was overcoming an initial reluctance from some customers, many of whom have been loyal to Milk & More for 40 or 50 years. Milk & More\u2019s advisors were able to address any customer concerns and assist them in setting up automated IVR payments. This made it easy for them to make future payments themselves with the added freedom to pay for orders at any time of the day.\u00a0 The Encoded solution has also allowed Milk & More to offer customers a far wider range of efficient, secure payment options than before including direct debits and regular recurring payments.<\/p>\n

Rob Crutchington, Managing Director of Encoded said, \u201cThe simplicity and flexibility of our technology allows organisations to add agility to their customer service operations.\u00a0 During periods of change or in a crisis when time is of the essence, busy contact centres can rely on our solutions to simplify the payment process.\u00a0 Implementing IVR payments helps to deflect time-consuming calls away from the contact centre and shave pounds off squeezed budgets all while maintaining high levels of customer satisfaction and loyalty.\u201d<\/p>\n

Encoded offers a range of card payment solutions designed to help organisations comply with GDPR, PCI DSS and the newly introduced Payment Services Directive (PSD2). The company\u2019s complete contact centre payment suite includes IVR Payments, Agent Assisted Payments, Web Payments, Mobile Apps and the very latest PayByLink solution.\u00a0Encoded\u2019s secure payments are designed to free up valuable contact centre agent time allowing people to focus on customer service, more complex enquiries and revenue generating activities.\u00a0\u00a0<\/b>For more information, visit\u00a0www.encoded.co.uk<\/a><\/p>\n\"Milk\n

About Milk & More<\/b><\/p>\n

Part of the Muller UK & Ireland Group, Milk & More is passionate about encouraging people to eat well and live sustainably. To do this, the company champions smaller suppliers to provide the very best products.<\/p>\n

Deeply rooted as a\u00a0British icon, Milk & More strives to continue both the milkman legacy and its expansion. It now conveniently delivers\u00a0over 200 exceptional products\u00a0ordered via the Milk & More website and app to doorsteps around the country.<\/p>\n

For more information, visit\u00a0www.milkandmore.co.uk<\/a><\/p>\n

About Encoded<\/b><\/p>\n

Encoded is a leading Payment Service Provider and pioneer of new and innovative secure payment solutions for contact centres.\u00a0 Encoded offers a range of card payment solutions designed to help organisations comply with PCI DSS, GDPR and the newly introduced Payment Services Directive (PSD2).<\/p>\n

Encoded\u2019s solutions are trusted by many of the world\u2019s leading brands including, Samsung, Mercedes-Benz, BMW, M\u00fcller and Virgin, as well as a host of UK utility companies such as Green Star Energy and Severn Trent Water.<\/p>\n

Omni-channel solutions include:<\/p>\n