Eckoh plc (AIM: ECK) has won a bronze medal at the recent UK Contact Centre Forum (UKCCF) awards for the Best Use of Technology. The award recognises the implementation of the ChatGuard solution within Eckoh’s contact centre as a means of taking payments securely within a web chat session.
The 2019 UKCCF Awards recognise individual, team and company best practice amongst the UK’s 6,000+ contact centres – rewarding innovation, team working, employee engagement, the delivery of superb customer experience and more.
For many years Eckoh’s CallGuard technology has enabled consumers to make secure payments over the phone via agent, using IVR, mobile apps and more recently using eWallet services such as Apple Pay.
Until now, agents in a live web chat with a customer had to either ask them to go to another part of the website or call the contact centre to make a payment, or worse still take their payment details non-compliantly. This was a poor customer experience and often resulted in abandoned sales. Eckoh’s patented ChatGuard solution has enabled its agents to take a Payment Card Industry Data Security Standard (PCI DSS) compliant payment seamlesslywithin a web chat session.
With Card-Not-Present (CNP) fraud set to reach £680m by 2021 and with 95% of online cart abandonments happening at the payment stage, it seemed to Eckoh’s technology experts that extending its patented CallGuard solution to the chat channel would help address this challenge.
Victoria Norman, Senior Contact Centre Manager at Eckoh comments, “It’s great to see our contact centre and our innovative technology achieving the recognition they deserve in these industry awards. Today’s customers want to know that organisations are taking every step to secure their data, however they choose to pay, and Eckoh’s secure payment solutions play a critical role in ensuring that the contact centre is just as secure as other environments.”
 National Audit Office  Deloitte Global Contact Centre Survey