Halfords Places Customer Service and Experience in Pole Position

PCI Pal®, the global provider of cloud-based secure payment solutions, is delighted to have supported UK-based retailer Halfords in ensuring that all customer payments processed in its contact centre are handled securely and adhere to the requirements of the Payment Card Industry Data Security Standards (PCI DSS).

Working via PCI Pal’s partner 8×8 as part of a major project to replace legacy communications systems, Halfords has implemented the cloud-based 8×8 SecurePay solution, powered by PCI Pal to ensure all payments handled by the retailers’ circa. 600 telephone-based agents are completed in a safe and compliant way, while providing a seamless customer interaction.

With the aim of enhancing its business communications and customer experience, 8×8 has supported Halfords in expanding its deployment of the 8×8 integrated cloud contact centre product across more than 700 locations, to support its 4,700 employees and contact centre agents.

Halfords has reported that staff productivity and customer engagement have improved with simplified internal call routing between business divisions. CRM integration with 8×8 Contact Centre allows Halford’s agents to have more informed conversations with customers, and security has been further strengthened as agents can seamlessly process secure credit card payments using PCI-compliant 8×8 SecurePay, powered by PCI Pal.

Darren Gill, Chief Revenue Officer for PCI Pal said, “Halfords has rapidly expanded its global customer engagement efforts to provide the best possible customer experience, having seen demands increase during the pandemic. 8×8 has successfully deployed an integrated cloud contact centre and communications, and we are delighted that our secure payment solution has been selected to deliver the seamless payment experience that Halfords was wishing to achieve.”

Gareth Brophy, Head of Customer Support, Halfords, “Calls are resolved faster and customers are getting a better experience, boosting our Customer Satisfaction (CSAT) and Net Promoter Scores. With 8×8, we’re now starting to allow customers to interact with us when they want, how they want, on the platform they want. For retail, that’s the future.”

Take a look in more detail at the Halfords success story, or get the full press release here.