Call recording added to improve quality of service

Welwyn Garden City, 20 August 2014: PayPoint has introduced a series of changes to its Contact Centre phone system to make it much easier, quicker and more satisfying for retailers when they contact PayPoint. An improved IVR system and call recording are the first of a series of improvements that PayPoint is making to improve the experience retailers receive when they need to get in touch with the company.

"On average, we receive around 1,200 calls into our Contact Centre every day," said Andrew Goddard, Retail Director of PayPoint UK & Ireland. "These calls cover many different subjects, some are more complicated than others and some can be handled very easily.

"We've listened to the feedback we get from retailers about their experiences when contacting us and know that the previous IVR system could be a source of frustration, so we've invested in a state-of-the-art system that really improves the whole process.

"Callers into the Contact Centre are already seeing the difference and we're very pleased with the positive responses we've been receiving."

Callers are routed through a shorter and simpler series of options that takes them straight to an appropriate service or product expert, so their enquiry can be dealt with much more quickly and efficiently. 

Many retailers have already commented positively about the improvements. Daljeet Clair of Clair Convenience Store in Swansea said: "The options when calling in are a lot clearer and easier to understand.  It seems quicker to get through to an adviser."

At the same time, PayPoint has introduced call recording across all business functions that have direct contact with retailers so it is able to refer back to calls in the event of disputes. Recordings will also be used for staff training to ensure that any issues are identified and resolved quickly so that callers continue to receive the quality of service they expect from PayPoint.

A wide range of further changes, improvements and new features will be added in phases over the coming months, beginning with a series of 'self-serve' options. These will enable retailers to doing a number of things without having to speak to anyone and will include simple requests like ordering new signage, receipt rolls, ATM printer rolls, gift cards, Western Union supplies and transport wallets, and request documents, such as a change of ownership form.

A major benefit of the self-serve option will be that retailers will be able to make those calls when it suits them - including outside the Contact Centre opening times.

"We are making significant investments in a series of improvements in the way we work with our retailers so that we become easier to do business with and enable them to spend more time on the important task of running their shops," added Andrew Goddard.

"We'll be making more announcements about more improvements over the coming months."

ENDS

For further press information, please contact:

PayPoint Press Office
Karla Winch/Cathy Donald
Brands2Life
PayPoint2@brands2life.com
020 7592 1200 / 07793 287749 / 07821 571296

PayPoint
Peter Brooker
Head of Corporate Affairs
peterbrooker@paypoint.com
07900 418960

distributed by