Third party verification (TPV) is the process of confirming requests from customers. This is done through an independent party that takes the request of a customer and, with a three-way phone call, provides identification information to confirm the addition or change to an order. Third party telephone verification is vital to many businesses, because it allows customers to change their account options or order additional products and services from a company with little effort.

Any business that takes personal or financial information from customers over the phone should have third party verification services. This helps to reduce chargebacks and stands as a record for billing disputes. Those who work for business verification services can find third party verification services education and training through:

1. Third party verification companies that train their own employees.

2. Online training through courses, webinars and tutorials.

3. Industry events that offer educational seminars and workshops.

Action Steps
The best contacts and resources to help you get it done

Learn how to use TPV from a third party verification provider

If you want to work for a third party verification services company, you can get training directly from a verification company. The service can teach you how to use phone recording technology, how to call into the third party services, and skills for working with customers over the phone.

I recommend: BSG provides small group training where qualified professionals teach employees to use its VoiceLog TPV system. Calibrus provides third party verification training for its employees, in addition to instructions on using IVR and call recording techniques and equipment.

Explore online training for 3rd party verification services

You can use a company's online training tools when learning to implement third party verification services in your business. These tools range from webcasts to software. Most training solutions can be accessed at any time, and are an inexpensive way for individuals to learn about third party verification.

I recommend: Blessed Hope Communications offers a tutorial that outlines the process of completing a TPV call. The steps could apply to just about any company. In fact, TPV is required for all business conducted over the phone in California. Versadial offers a software solution that trains employees on third party verification techniques.

Understand federal and state regulations for third party verification services

Third party verification services are regulated by the Federal Communication Commission (FCC) and state public utility commissions. These organizations set guidelines for TPV services to protect consumers. Some regulations pertain to customer carrier changes verification, TPV systems maintenance, and mandatory record keeping.

I recommend: The FCC provides a rundown of the regulations for TPV services, including information on mandatory record keeping for two years or more. State governments, such as the Pennsylvania Public Utility Commission, may also have similar regulations for TPV services.

Tips & Tactics

Helpful advice for making the most of this Guide

• •  Many TPV services are set up to allow employees to work from home, which may require additional equipment and training.

Using a third party verification service is not only useful to your clients, but may be required by law depending on the transaction. Know the laws for verifying your orders to confirm that a valid customer is really ordering something. Even if it's not a legal requirement, third party verification services may be a good safeguard for your business orders.

Look for business verification services that fit the size, speed and service needed for your orders. Your business needs a verification service that does not distract or slow the sale of your product. Here are some reasons for your business to use third party verification services:

1. Third party verification companies offer a recorded or written record of a transaction.
2. The FCC requires all communication companies to use verification of any sales made over the phone.
3. Authorization via business verification services is required for any electronic check payments you accept.
4. Verification helps your business avoid costly chargebacks, complaints or damage to your brand name.
5. For employment verification, you can protect your business from fraudulent applicants.
   

Action Steps
The best contacts and resources to help you get it done

Use third party verification companies with several verification options

Determine if you need verification over the phone with a recording or live agent, via e-mail or in writing. If you are doing online orders, you can usually do an e-mail verification. You may be able to save costs on a live agent by using a recording.

I recommend: OKS Ameridial lists some of the best verification services your business can employ. Third Party Verification, Inc., offers a full range of TPV services.

Ask a third party verification company how it stores your data

Make sure the company you pick for authorization stores your recordings for at least 90 days. Find out how you can access the verification data - whether by a secure site, e-mail or other method.

I recommend: Cytech Marketing Service offers your business a secure web site to access reports, recordings and verification information. VoiceStamps offers data retrieval through a variety of methods for free, including over the phone, e-mail, CD or more.

Verify the technology used by the verification service fits the laws

Whatever you are selling, you want to make sure your orders taken over the phone fall under current laws and rules. Ask the company you select for verification how they comply.

I recommend: VoiceLog has a full list of how their services fit under federal regulations. iVerify Solutions guarantees federal compliance with internal and external lawyers and staff.

Use third party employment verification for serious job applicants

If you are looking to hire someone for your business, you need to verify their identity, social security number and eligibility.

I recommend: E-Verify allows your business to help verify the status of a new hire. Form I-9 Compliance has software that works with the government to provide third party employment verification.

Tips & Tactics

Helpful advice for making the most of this Guide

• •  Make sure the TPV company services all the languages your business may require.

Third party verification (TPV) is a way for companies to confirm requests over the phone from customers. This process works by using a three-way phone call where the customer provides identification information to change an order. Then an independent party must confirm the information and take the request. TPV is used in business to avoid chargebacks and offer customers a way to change or update an order. This system provides a way to protect the company and customer.

Action Steps
The best contacts and resources to help you get it done

Federal Communications Commission (FCC)

The Federal Communications Commission (FCC) is a government regulatory commission for communications that include television, radio and telephone services.

I recommend: The FCC provides businesses with the information they need to follow guidelines when using third party verification services.

Chargebacks

A chargeback is a refund to the customer. TPV services can often help businesses reduce their number of chargebacks by helping to verify changes in service requested by the customer.

I recommend: Visa offers businesses a number of tips for preventing chargebacks due to misinformation or errors during the ordering process.

Live agent

A live agent is a person who works as the independent party in TPV calls. TPV calls can be verified through email and recorded messages, but also through a live agent who verifies the information in real time.

I recommend: TMNG Global offers a white paper on third party verification that looks at many aspects of the system, including live agents vs. automated recordings.

Interactive voice response (IVR)

Interactive voice response is a system used widely in telecommunications that offers the ability for computers to detect keypad inputs and voice input. IVR is the easiest way to interact with customers without using a live agent.

I recommend: West Interactive offers information on IVR and how it can benefit a variety of businesses.

VS Logger

VS Logger is a software program commonly used in TPV. This software allows a person to record telephone calls directly into a computer. This aids in playback and quality control for live agents.

I recommend: Versadial offers specs and general instructions on using VS Logger software.

Three-way calling

Three-way calling is the technology most often used with TPV calls hosted by live agents. A three-way call allows the customer and the live agent to interact, then allows the live agent to connect to the third party for information verification.

I recommend: Cox Communications offers information on how three-way calling works.