Case Study: Park Group lowers call centre costs with Encoded's flexible IVR and payment solution

Park Group reduces agent-assisted calls and card processing costs with Encoded

Park Group, a leading UK multi-retailer voucher and prepaid gift card business, sought to reduce the costs of manual payment processing and decrease the number of calls requiring agent assistance in their call center. They implemented Encoded's secure PCI DSS compliant payment solutions, which included an Interactive Voice Response (IVR) system and agent-assisted card payment services.

By deploying Encoded's highly configurable and scalable solution, Park Group successfully lowered operational costs and enhanced the customer experience. The implementation reduced the volume of calls needing agent support and streamlined the processing of debit and credit card transactions. Encoded's professional support and scalable technology also enabled the successful launch of new ventures like flexecash®.

Park Group