Organisations that accept card payments over the phone are recording calls for training and monitoring purposes, an obligation the Financial Conduct Authority (FCA) put in place to prevent, detect and deter market abuse. This becomes difficult for those wanting to achieve the Payment Card Industry Data Security Standard (PCI-DSS) which states that no sensitive card data can be recorded.
“But, I’m already PCI compliant, I use pause and resume call recording so my customers’ card details aren’t stored anywhere”
Many organisations believe “pause and resume” or “stop/start” call recording technology is a solution. The agent pauses the call recording at the point where the customer reads out their card details and resumes the recording afterward. The end result is a recording with the payment portion and sensitive information removed.
The Correct, Complete and Compliant Solution
With an Agent Assisted Payments Solution from Key IVR, the customer still uses their keypad to enter payment details but Twin Clamp Technology DMTF suppression is applied to the keypad presses, ensuring no sensitive information enters the Contact Centre payment system and isn’t present on the call-recording, allowing them to record the entire call.
It’s still easy for a customer to make a payment when on the phone with an agent. At the point of taking payment an agent simply asks a customer to enter their card details onto their phone keypad, the agent stays on the phone to communicate to the customer and assist them with the payment process via a live webpage. Improving customer experience and increasing payment conversion without the need to rely on an agent to pause the call, removing the risk of human error.
Talk to Key IVR and let us help you reduce serious security risks within your Contact Centre with our PCI-DSS compliant solutions. We work in partnership and integrate with a wide range of payment providers and suppliers with the aim to design a solution that meets your individual business requirements.