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.
Look for Software Which is Generic so You Don’t Have to Tailor it to Individual Software Applications
Whether your company is utilizing web based or server-based applications you can easily deploy Conform on thick or thin clients. The best part about it? It includes a field capture tool that automatically identifies various fields and controls within each application window. As an agent goes to access these fields to put a customer’s information into the database, the call recorder is triggered and pauses the recording. Furthermore, there are no API integrations so it’s easier than ever to install with your current application.
If you are looking to make changes to your current call recording solution CXM has been in business for over twenty years. Our goal is to give you a better customer experience so you can worry more about service level and less about compliance. Want to learn more? Check out our webinar on Five Key Areas of Compliance for Call Recording.