Call centre payment gateways and card processing

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Libby James
Merchant Services Expert

Libby James is co-founder, director and an expert in all things merchant services. Libby is the go-to specialist for business with more complex requirements or businesses that are struggling to find a provider that will accept them. Libby is regularly cited in trade, national and international media.

Call centre credit card processing

Many products and services offered online, in magazines or sold on TV are processed through call centres. Call centres are seen by mainstream merchant account providers as high risk, there are two main reasons for this;

High chargebacks – often call centres experience high chargeback and cancellation rates. Resulting in mainstream banks and merchant account providers being hesitant when approving a new account.

Industry reputation – call centres that operate within the claims industry, such as PPI or accident claims, have created a less than favourable reputation causing fewer merchant account providers to offer new accounts.

High volume of cardholder not present transactions – to some merchant providers, not all, they will deem call centres to be a little higher-risk due to the high ratio of payments taken over the phone.

Call centre payment solutions

What options are available to me?

Payment options for call centre’s vary depending on the business type and requirements. Most payments tend to be taken with the customer not present, either over the phone or through an online system. Email invoicing may be a requirement, clients and customers have a link from the email invoice to pay online with a card.
If using online payments, you will need a payment gateway to encrypt customer payment data ensuring it remains safe. Some payment gateways have the option of storing customer card details, making repeat custom a smooth transaction.

Which companies are best for call centres payments?

Call centre payment processing can be hard to obtain due to this ‘high risk’ label. However, at Merchant Advise Service, we work closely with providers that will consider applications from businesses within the industry.

As call centres specialise in different products and services, we believe it’s important not to ‘pigeon hole’ each business, each application is unique. Our specialists will communicate with you to understand your business and the way it works, they will package your application correctly prior to the underwriting process carried out by the merchant account provider. Together we make sure you have the best possible chance of being accepted.

PPI merchant services

PPI businesses have until August 2019 to pursue any outstanding claims. For this reason, a lot of PPI businesses are wanting to change merchant accounts to dramatically reduce costs in the final years of business. However, because of the nature of the high-risk industry and recent legislation finding providers can tough. Our advisors can help with these applications, ensuring you make the most of you PPI business before the claim deadline of August 2019.


IVR Payments for call centres

Some customers feel nervous when giving their card details to employees of call centres, this is due to the amount of scams widely reported in the media and not a reflection of the industry itself. IVR telephone payments allow call centres to accept transactions without staff having to take customer card details, as these are keyed directly into the phone keypad. The automated service also frees up time spent on the phone. Payments can be accepted 24/7 365 days a year. Speak to our experts to find out more.

We can help you

At Merchant Advise Service, our experts deal with high risk applications on a daily basis, we’ve put together a guide so you know what to expect, before applying. We specialise in the following areas, speak to us today;

Call centre payment gateways

Call centre card payments, online and over the phone

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Libby James

Libby James Co-founded Merchant Advice Service alongside David Bird in 2016. Her finance background, coupled with retail and customer service experience, gave Libby the drive to bring transparency and non-biased advice to the world of merchant services. Having come from the heavily regulated mortgage and insurance industry, Libby found it puzzling that other financial sectors lacked regulation and transparency leaving customers confused and unable to make informed decisions when it came to accepting card payments. This was soon to become Libby’s obsession!

With the help of some of the industry’s best, Libby began to research acquiring banks, complex terminology/regulation, and the problems customers experience within merchant services and payment gateway markets. She spent years on sourcing solutions for complex clients, which previously others were unable to assist with. Libby established relationships with brokers and banks which would soon form the cornerstone of Merchant Advice Service. As a result Libby has been featured in high-profile publications across the web.

Libby is proud to be the entrepreneur’s champion, supporting start-up businesses regularly. Her industry insights can often be found on LinkedIn where she provides free of charge advice and money saving pointers. It’s safe to say she has her finger on the pulse of everything card payments related.

Libby speaks of her experience in founding and running Merchant Advice Service…

‘Merchant Advice Service is one of my greatest achievements to date. We help business owners to overcome card processing issues which can become detrimental to their business. We assist SME’s in finding suitable card payments solutions, helping them create their vision. Each and every day is different, exciting and fore filling. As technology advances I can’t wait to see the way in which the merchant services market advances, and I’m pleased that our business will play a part in educating company owners along the way.’

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