Questions and answers

Phone Payment System
What information does the customer provide?
What happens when a customer calls to make a payment?


What information does the customer provide?

When the customer calls they are asked for their customer account information, greeted by name, and then outstanding balance. They then choose their card type, give card details and wait for confirmation of successful payment.

If there is an issue with the card and the payment is not successfully processed they are given an option to speak to a service representative.

What happens when a customer calls to make a payment?

When a customer calls to make a payment they are greeted with a selection of options in which they can check their balance or make a payment. When they make a payment, and the result is successful, the payment details are logged in 2 places in the admin. Firstly in IVR logs/graphs where payment results and statistics can be seen, and secondly in Accounting where all transaction are shown.
From the customer side, once a successful payment has been made their balance is changed to reflect the payment.