Easy voice authorisations

Making voice authorisations simple

When you’re taking a customer’s card payment electronically, your terminal will sometimes prompt you to call our authorisation service. Under some circumstances you might also wish to call this service yourself.
Whatever your situation, this page is designed to introduce our easy-to-use Interactive Voice Recognition Service (IVR) and provide all the information you need to get through these transactions quickly and painlessly. 

All you need to know about the IVR service

Here’s a handy guide to help you make the most of our automated Interactive Voice Recognition (IVR) card authorisation service.

What is the IVR service?

When you process a card payment electronically, your terminal will automatically communicate with the card issuer for authorisation in most instances.
Sometimes, however, your terminal may prompt you to call our authorisation service – perhaps to let the card issuer check the security of the card.
There may also be situations where you choose to call the authorisation service without having received a prompt. For example, you may be suspicious of a particular transaction attempt, or you may be using manual vouchers if your terminal isn’t working.

How does it work?

The basics

To speed up your transaction processing, our authorisation department operates an automated facility.  So you can ‘self serve’ or provide us with relevant information before your call is transferred to one of our Customer Service Advisors.
The system is easy to use and offers straightforward menu options to ensure that your calls are processed correctly. We’ve also included voice recognition and touch tone technology, allowing you to input the information in the way that suits you best.
By successfully navigating through the automated system you will speed up the authorisation process at your point of sale and avoid the need to transfer to a Customer Service Advisor.

‘Barge-in’ to get your answer faster

To help you get an answer without having to listen to lots of options if you already know the one you’ll need, the system incorporates a ‘barge-in’ facility.  For example, as the system begins to ask for a transaction type you can immediately respond with “Standard Authorisation” (or any of the other choices offered). This facility is available on all the prompts.

What if the system doesn’t recognise your voice?

If you do encounter a voice recognition problem, the system will give you an “Error Recovery” instruction, telling you what you need to do next. It’s important not to ‘barge-in’ at this point, since the ‘barge-in’ facility is disabled whilst the instruction message is being played.
At the end of the message you can either key in or repeat the information. However, at this point we recommend that you key in the details in order to maximise your ability to navigate through the system.
The system will attempt to recover recognition errors twice, but if you continue to experience difficulties, your call will be automatically routed to a Customer Service Advisor.

Authorisation, referral or refusal?

When the system has captured all the transaction data, you will be advised of the authorisation decision. If the transaction is a referral or a Name and Address Check, your call (together with the data captured) will be transferred to a Customer Service Advisor.

Any more questions?

If you have any further questions, please don’t hesitate to call us on one of the following numbers: Our Customer Service Advisors are also available to assist you 24 hours a day, 7 days a week. 

For more information

Call us. We're looking forward to hearing from you
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0800 161 5350

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Sunday 8am – 6pm

For Technical support:
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Bank holidays 9am – 6pm

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