Client partners with new Company

Project Overview

Delivering a seamless customer experience while maintaining AT&T’s stringent security requirements on sensitive data collection. AT&T cares deeply about the privacy and security of customer information. Many protections are in place within their call centers to ensure sensitive customer information remains secure.

Following COVID-19, Almost overnight, sensitive information could only be handled by a small number of agents still working in physical call centers. The resulting botleneck led to a spike in wait times and call abandonment among new customers needing credit checks and existing customers seeking to pay their bills. As one of North America’s largest call centers, this impacted thousands of revenue opportunities every single day.

 

Project Details

  • Project Name AT&T partners with CallVU
  • Customer: CallVU
  • Location Worldwide
  • Status: Completed
  • Results CallVU’s intuitive customer collaboration UI has been quickly adopted by over 30,000 agents in the US and Mexico. Within weeks CallVU was processing secure transactions and data capture on an average of 300,000 calls per month achieving an 87% completion rate on payments and credit checks. As a result, transaction volumes have resumed pre-pandemic levels, added security is in place even as agents work from home and customers now receive a fast, digital options when speaking with representatives.
  • Tags Business, Consulting

Challenges

  • Almost overnight, sensitive information could only be handled by a small number of agents still working in physical call centers.
  • The resulting botleneck led to a spike in wait times and call abandonment among new customers needing credit checks and existing customers
  • seeking to pay their bills. As one of North America’s largest call centers,
  • this impacted thousands of revenue opportunities every single day.

Solution

  • AT&T addressed their business challenge with CallVU’s digital call experience, an interactive session that runs alongside calls to make them more productive and secure.
  • AT&T agents now send customers an SMS link to connect them with a secure digital interface for PCI-compliant mobile payment and sensitive data capture.
  • Agents provide live assistance to customers over the phone, but all personal and payment information that is entered is masked.
  • The digital workflows offers multilingual support and dynamically update depending on regional regulations.
  • Once a customer enters their information, it is encrypted and securely passed to the payment gateway where agents can complete processing payments and credit checks without exposing sensitive data.