What exactly is PCI and how does it affect your contact center? The payment card industry data security standard (PCI DSS) applies to any business no matter what size they are who accepts, stores, processes, and transmits cardholder data. If your company processes debit or credit cards you are required to host your data securely with a PCI compliant hosting provider. So how does this work with contact centers? To start with, any call recording or screen recording is considered sensitive data. If your agent takes card payment over the phone that call is liable to follow the PCI DSS requirements. Not only are you subjected to fines, but you would easily lose clients if their card information was leaked. Let’s review a few tips to decrease vulnerability:
When It Comes to Call Recording the Best Policy is to Never Record Credit Card Information
Call recording solutions, such as CXM’s ConForm software actually pauses the call when credit card information is given during a phone call. You can eliminate all fear of having data stolen if you can’t hear it! When an agent’s cursor is moved over a field, the software actually stops recording the call making it fail proof for someone to hack the screen capture or call record.
The cost of labor is typically the largest expense in a business. Using spreadsheets and labor-intensive legacy software is not the route to go to optimize your contact center. You want to consider moving to an updated process that allows users to efficiently communicate with their supervisors and peers. Furthermore, you need to be able to see updates quickly.
Here are a few questions to ask about your contact center: