HI all,

I am currently putting together a ROI section of a business case for an IVR to deal with Card payments. We will allow our customers to either use the IVR entirely to pay accounts or speak to an agent who will transfer into the IVR temporarily to pay via card. This should take almost all card trasfers away from agents reducing potential fraid.
My question is if anyone has had any experience on how the introduction of a payment IVR might have reduced fraud or the potential for fraud. Just looking for any kind of stats that might help identify a potential reduction in actual/pereceived cost of fraud risk?

I hope I have explained myself properly.

Cheers in advance for any feedback.

cheers Michael

Hi Michael,

Sorry, cant help you with any statistics, but something else you might want to consider for your business case is PCI DSS compliance. By moving the whole credit card authorisation process to an automated system and removing the agent interaction, you can eliminate the PCI data protection concerns. It also means that you dont have to mask or encrypt your call recordings as IVR transactions are not normally recorded.

Whether you can apply a "cost benefit" to this compliance, I am not certain, but its worth considering.

Hope this helps,
Dave