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TAKING PAYMENTS

Read the following information and try to solve the exercises.

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TAKING PAYMENTS

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  1. ENGLISH FOR CALL CENTERS

  2. REVIEW...

  3. OBJECTIVE: By the end of the lesson, students will be able to identify the payments process in a call center, and how these work.

  4. AGENDA • FACE-TO-FACE class • ZOOM meeting • WARM-UP activity • PPT presentation • Assignment

  5. TOPIC: TAKING PAYMENTS

  6. PAYMENT PROCESS Call center payment processing varies from organization to organization in terms of how it is managed, but the most used methods are from one of the following methods: • Software application integration • Web based payment portal (Virtual Terminal) • Interactive voice response (IVR)

  7. Software Application Integration Larger organizations typically have their own internal application that is used by employees for managing phone calls to and from their customers for payment acceptance. No matter the application that is used, any organization that has technical resources at their disposal probably has the ability to integrate payments functionality within the application that they use for enabling payments. When live customer service agents are receiving calls for payment acceptance and manually entering the payment data into the application they use, how sensitive data is handled becomes important. First and foremost, sensitive data like credit card numbers and checking account information

  8. 2. Web Based Payment Portal Also referred to as a Virtual Terminal (VT), it is provided by a payment processor to originate, manage and provide reporting for payment processing. Virtual terminals are a great fit for organizations that don't have the technical staff to enable their internal application to manage payments, yet wish to have live customer service agents accept and enter payments from customers who call-in to remit a payment.

  9. Interactive Voice Response Also known as IVR, this technology has been around for some time now and just about everyone has experienced one type or another of an IVR system call. Large organizations have been using IVR for customer service related inquiries for a long time. Using IVR for payments has been exploding in recent years because of the savings it can provide and the newer technology that some IVR systems can supply the using organization. An IVR system can initiate an SMS message (ideal for late payments) that lets the customer know that a payment is due and provide them two options for payment remittance: • The SMS message can provide a clickable hyperlink that when clicked on it renders a micro payments page for the customer to enter their credit card or check account information and submit the payment. • The same SMS message can provide the option to have the IVR system initiate an outbound call to the customer by replying to the SMS message with something like "call." This provides an alternative to the microsite portal, which some customers prefer for their personal security mindset reasons.

  10. VOCABULARY BALANCE CONFIRMATION NUMBER CREDIT CARD DEBIT CARD ELECTRONIC CHECK GIFT CARD GRACE PERIOD SERVICE FEE

  11. Let´s find this out!

  12. Let´s practice...

  13. KEYPAD, MENU, SELF SERVE, SPEECH RECOGNITION, AUTHENTICATE, IVR

  14. PHRASAL VERBS A phrasal verb is just what it seems: a phrase consisting of a verb and one or more other sentence components, such as a preposition or an adverb.

  15. Useful and common phrasal verbs for Agents.

  16. Phrasal Verbs • To end up To eventually become a certain way, or find oneself in a situation. Example: He ended up taking the job. • To find out To discover. Example: Let me know when you find out the answer.

  17. Phrasal Verbs • To get [x] back To have something returned. Example: Darin got his pencil back from Alex. • To give [x] away To donate something or to give it up for free. Example: Melody gave her prized doll collection away.

  18. Phrasal Verbs • To go over To review. Example: Marie went over the writing assignment. • To wait on To serve. Example: Billie waited on the table of customers.

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