How can you train and motivate your staff to use contactless payment effectively?

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Contactless payment is a fast and convenient way to accept payments from customers using their mobile devices, cards, or wearables. It can reduce waiting times, improve customer satisfaction, and lower operational costs. However, to make the most of this technology, you need to train and motivate your staff to use it effectively. Here are some tips on how to do that.

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Sofiane Dagdag

?????????????? ?????????????? ???? ?????????? // Cybersecurity Advisor helping carrier billing leaders secure their…
David Lotfi
Christian Calcagni

Market Director at Evina // Safeguarding Mobile Payments - Direct Carrier Billing / VAS & Mobile Money

1 Explain the benefits

Explaining the benefits of contactless payment to your staff is the first step in encouraging its adoption. Contactless payment reduces the risk of fraud, theft, and human error while increasing the speed and efficiency of transactions. It also enhances the customer experience by providing a convenient and secure payment option, as well as simplifies the reconciliation and reporting process with accurate and detailed data. To further encourage adoption, you can share success stories or testimonials from other businesses or customers who have implemented contactless payment and seen positive results.

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David Lotfi
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The two key factors in the adoption of a payment technology are its ease of use and its security. As far as simplicity is concerned, with contactless payment we've got it covered. All we have to do is explain to customers how it works and help them activate the feature, and they'll be hooked. In fact, the main obstacle will be security: such a simple payment seems (wrongly) insecure. To go beyond this prejudice, you need to explain the protection mechanisms in place and the means of objecting if something goes wrong.

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Christian Calcagni

Market Director at Evina // Safeguarding Mobile Payments - Direct Carrier Billing / VAS & Mobile Money
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Highlight the perks! Contactless or direct mobile payment is like the VIP of payments – it's quick, no fuss (if secure),integrated with in most solutions (Aggregators,POS,ERP...) nowadays and customers love it. Faster transactions mean happier customers and better customer journey and more business. Who doesn't want that? One key element is to have a seamless and secure customer payment flow. As one security breach can really impact the image, the trust on a brand.

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2 Demonstrate how it works

The next step is to demonstrate to your staff how to use contactless payment correctly and confidently. You can show them how to set up and maintain the contactless payment terminal or device according to the instructions from your provider, recognize the different types of contactless payment methods, process a contactless payment transaction, and troubleshoot any issues or errors that may arise. Additionally, you can provide them with some hands-on practice and feedback to help them master the skills and overcome any challenges.

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Alban Hoingnet

Market Director & Cybersecurity Advisor at Evina // Helping carrier billing leaders secure their payments from fraud in Europe & Africa
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Consider organizing workshops beyond theoretical explanations to effectively motivate and train employees using contactless or direct carrier billing payments. Leveraging my experience in cybersecurity sales, I recommend hands-on demonstrations that showcase the speed, convenience, and security of contactless or direct carrier billing transactions. By actively involving employees in the process, we can ensure a smoother transition and foster enthusiasm for the benefits of those payment methods.

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3 Encourage customer adoption

The third step is to encourage your staff to promote contactless payment to customers and persuade them to use it. You can train them to educate customers about the benefits of contactless payment, such as convenience, security, and rewards. Additionally, make sure to display signs or logos that indicate that you accept contactless payment methods. When customers are ready to pay, ask if they would like to pay with contactless payment. Lastly, thank customers for using contactless payment and invite them to come back again. To further incentivize customers, offer discounts, loyalty programs, or giveaways for using contactless payment.

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Sofiane Dagdag

?????????????? ?????????????? ???? ?????????? // Cybersecurity Advisor helping carrier billing leaders secure their payments from fraud in MENA and Asia
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Today, companies have a clear incentive to use contactless payment methods. It is seamless and depending on the type of payment it is less costly for the company (hello bank fees). Quick inputs on how you can encourage the adoption: 1-Educate your customer: Make it clear to the client at checkout points how easy and faster it is. If possible, emphasize the safety of the payment method. 2-Staff Training: Make sure your staff is adequately trained and, if possible, incentivized. 3-Incentive programs: If the payment method allows you to save money, why not share a part of the value with the customer or charity? 4-Feedbacks Ask for feedback from your staff and customers. It is always good to collect feedback.

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4 Reward your staff

The final step is to reward your staff for using contactless payment effectively and consistently. You can motivate them to set and track goals and targets for contactless payment adoption and performance, such as the number of transactions, the average transaction value, or the customer satisfaction rate. Additionally, provide feedback and recognition for their achievements and improvements, such as praise, appreciation, or certificates. Offer incentives and rewards for their efforts and results, such as bonuses, commissions, or prizes. To create a positive and supportive culture that fosters teamwork, collaboration, and innovation among your staff is also important.

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5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you train and motivate your staff to use contactless payment effectively?

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1 Explain the benefits

2 Demonstrate how it works

3 Encourage customer adoption

4 Reward your staff

5 Here’s what else to consider

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