Contact centres play a crucial role in presenting an organisation in a professional and trustworthy way. This not only comes across in how agents or customer service representatives (CSRs) communicate, but also the tools they use in their day-to-day role.
No matter what channel they use to talk to customers, it’s important that agents are able to securely process card payments over the phone, web chat, email or a support ticket. However, asking customers to read out their card details over the phone or type into customer communications tools (like a webchat service), places their sensitive cardholder data (CHD) at risk of fraud and data breaches from eavesdroppers, call recordings, compromised software and other cyberattacks.
Organisation’s can spend on average $3.86 million (about £2.9 million) recovering from a data breach, according to Ponemon Institute’s Cost of a Data Breach Report 2020, with long-term reputational damage and the risk of it happening again once a vulnerability has been discovered.
The Payment Card Industry Data Security Standard (or PCI DSS) is a widely recognised industry standard that outlines how organisations can process payments in a highly secure way, assessing all areas of risk within your corporate network.