7 Criteria To Accomplish Call Center PCI Compliance

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All contact center business has a deal with customers’ payments through online debit or credit cards by calls. The basic issue in such types of transactions is to save the important and secret information of the consumers. It is the basic need of the company to protect the sensitive information of the business and customers.

For this purpose, call centers PCI compliance performs a vital role to give you a safe touch about the business. While it is a bit expensive and complicated procedure. But it is, profitable than the exposure of customer’s information and lost the customer and reputation of the business on the international level.

“The Payment Card Industry Security Standards Council (PCI SSC) was launched on September 7, 2006, to manage the ongoing evolution of the Payment Card Industry (PCI) security standards with a focus on improving payment account security throughout the transaction process. The PCI DSS is administered and managed by the PCI SSC, an independent body that was created by the major payment card brands (Visa, MasterCard, American Express, Discover, and JCB.). It is important to note that the payment brands and acquirers are responsible for enforcing compliance, not the PCI council.”


For those call centers that record all customers’ calls, including payments processed over the phone, those call recorders must be PCI compliant.

There are seven main options available for using technology to become PCI compliant.

Pause And Resume The Technology

In call center business software is introduced which automatically pause and resume the calls during the conversation between customers and agents. The ‘pause and resume’ software recognizes when the agent has transferred through to the payment screen and pauses the recording. Once the agent moves away from the payment window, the system resumes recording the call.

Security of data is not a part to compromise by any way or any means. So, the companies have to pay for it a heavy amount of their earning in security matters.

Technical Security

It is also one of the critical sides that the entire technical system should be secure to have the data of customers about payments. It should follow the guidelines of PCI to the complaint the network system.

This starts with the effective firewall and router, as well as some kind of external protection to protect the information. All commuter traffic from unsecured sites should be ban.

Change Passwords Rapidly

Technical system security can always protect through some kind of passwords. These passwords are the main key to the golden box of customers’ financial information.

These passwords should be difficult and strange to common people so the hackers could not get access to them easily. The other protection step you can choose is to change your passwords rapidly to make the security sure.

Ban Mobile Phones

Usually, in most of the call centers, mobile phones are the ban on using even for very personal need. It is a good step to secure your call center and customers’ financial information in a sheltered manner.

It eliminates the chance of the leakage of important data from a company through agents’ personal devices.

Train Your Agent

Training of the agents is also a good factor to achieve call center PCI compliance, it will result better in this way. Coach them to secure data and make sure to control over risky behaviors.

They should be trained to get their best skills to grow in this field and take care of the important data of the company.

Consultant Should Be Hire

Hire a consultant for the protection of your call center PCI compliances. It may take cost but it will bring profit towards your company in the form of customers’ trust. It will result well then your self-assessments.

So, being a company manager you should have a consultant of data protection in your business.

The Relation Between Your Technology And Data

PCI requires the protection of card data, not just with encryption of transmission and data at rest. But also with policies and processes, physical controls, system, and network access controls. Anti-malware controls, logging and monitoring, patching and robust vulnerability management, and training and awareness.

These are controls that must be evaluated across your organization’s entire compliance footprint. Therefore, as more technologies enter call center operations, the scope of PCI compliance grows.


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