Citation
(2001), "The right key", Work Study, Vol. 50 No. 6. https://doi.org/10.1108/ws.2001.07950fad.001
Publisher
:Emerald Group Publishing Limited
Copyright © 2001, MCB UP Limited
The right key
The right key
Following the installation of card payment software from Retail Logic, motorcycle insurer Carole Nash has experienced a fivefold increase in the number of telephone credit card payments processed through its two call centres. Automation of around 1,000 daily insurance premiums has also resulted in a reduction in the authorisation time from 30 to 3 seconds, significantly increasing the throughput of call centre operators. Previously agents had to input card details on a manual keypad and then again into their computers. They then waited for a line to become available so that payment could be processed. The Solve/SE Product Suite now provides an answer direct to the user's terminal and has eliminated the need for duplicate keying of card details.