DTMF Payment Solution
Saga Insurance Ltd - October 2023
I managed the implementation of a new Dual-Tone Multi-Frequency (DTMF) payment solution, replacing manual payment handling in the contact centre with a secure, automated system. The solution was fully integrated with the company’s policy administration systems, reducing risk, improving compliance, and enhancing the customer experience when making payments over the phone.
Deliverables
Implementation of a PCI DSS-compliant DTMF payment solution.
Seamless integration with existing policy administration systems.
Design and testing of payment workflows within the contact centre.
Business readiness activities, including training for agents and updated customer scripts.
Full compliance validation and security assurance testing.
Challenges
Integrating the payment solution with legacy policy administration systems.
- Resolved by collaborating closely with system vendors, running multiple integration test cycles, and developing workarounds for gaps in legacy system APIs.
Ensuring full PCI DSS compliance and data security throughout the transition.
- Addressed by involving security teams early, conducting penetration testing, and working with external auditors to validate controls.
Minimising disruption to contact centre operations during rollout.
- Achieved through phased deployment, off-peak testing, and providing on-the-ground support to agents.
Driving adoption among agents who were used to handling payments manually.
- Overcame with clear training, practical roleplay scenarios, and reinforcing the compliance benefits for both customers and staff.
Achievements
Successfully delivered a secure, PCI DSS-compliant payment solution integrated with policy administration systems.
Reduced customer risk by removing sensitive card data from the contact centre environment.
Improved customer experience by enabling faster, safer, and more seamless over-the-phone payments.
Increased agent efficiency by removing the burden of manual payment handling.
Strengthened compliance posture and reduced audit risk, positioning the business for long-term regulatory confidence.