Case Study: Borough Council improves payment compliance and reduces dropped calls with PCI Pal Agent Assist

Borough Council - Customer Case Study

a borough council was managing a large volume of telephone payments for services like council tax and parking but faced challenges with PCI DSS compliance and a high number of dropped calls. These dropped calls occurred when customers were transferred to an external payment system, which created a poor experience and lost revenue. The council needed a solution from PCI Pal that would secure card data while improving the customer payment journey.

PCI Pal implemented its Agent Assist solution, which uses DTMF masking technology to let customers securely enter their card details without the agent seeing or hearing the information. This allowed agents to stay on the line and guide customers through the process. As a result, the council saw a significant decrease in dropped calls, leading to more successful transactions and improved staff morale.