GoResponse Telephone Answering Service Staff

PCI DSS strategies remain diverse in call centres

Data protection and PCI compliance remain two extremely hot topics for call centres, with fraud monitors, acquirers, issuers, outsourcers, merchants and consumers all keenly aware  of the need to protect sensitive information. As fraud continues to rise, many believe that telephone answering services are the weak link. Therefore, it is essential for call centres to take the issue seriously and do all they can to protect information.

The call centre industry as a whole has been slow to adopt secure procedures. Many reputable firms are taking PCI DSS extremely seriously, but others have been sluggish to conform to customer expectations and industry standards. As a result, a variety of strategies are being noted, including some firms continuing to adopt a trust-based strategy wherein existing agents and systems are being heavily relied on to safeguard important information.

Others have taken a more cautious approach, developing designated payment teams so that fewer agents have access to personal details or using “pause and resume” to fix part of the issue. The best organisations, however, have begun to use DTMF technology to completely shield sensitive data.

In the latest reports, experts suggest that using one approach does not fit all circumstances, and the industry is likely to see various models of data protection strategy for years to come. However, thanks to the advancements in cloud computing systems, an increasing number of acquirers support allowing reliable hosted solutions to keep PCI DSS compliance. One thing is clear, however: call centres must boost their protection controls if they want to earn customer confidence and stay within the regulations.

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