Third Party Verification Services Key Terms

Learn more about third party verification services

By Terri Deno

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.

Federal Communications Commission (FCC)

The Federal Communications Commission (FCC) is a government regulatory commission for communications that include television, radio and telephone services.
Try: 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.
Try: 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.
Try: 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.
Try: 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.
Try: 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.
Try: Cox Communications offers information on how three-way calling works.