Technology has reshaped our lives in unimaginable ways. From social media to entertainment and e-commerce. Increased digitalization has immensely helped us. Security is no exception to this. The current technological advancements have propelled security into new highs.
And while this has meant more protection for customers. A lot of data safety concerns remain prominent.
As the driving force behind customer support, contact centers collect a lot of data. This data includes bank account details, social security numbers but especially payment card data. As such, call center PCI compliance is a must.
And since credit card transactions are a major financial service. You can find more on financial customer support here.
Jointly made by MasterCard, Visa, Discover Financial Services, JCB International, and American Express. PCI DSS is a batch of security standards.
Under the governance of the Payment Card Industry Security Standards Council (PCI SSC). This safety compliance was designed to make credit and debit card transactions secure. This includes protection against fraud and theft.
And because call centers collect and process a lot of credit card transactions. Contact center compliance with PCI DSS imposes itself. Thus, since we at simply contact put data safety as a top priority. Our contact centers are PCI DSS compliant. This means that we feature all of the PCI DSS compliance checklists.
Call center PCI compliance requires respecting a PCI DSS compliance checklist. This list includes 6 key requirements.
These key requirements are:
Building and maintaining a secured network can be broken into two parts:
In order to maintain contact center compliance with PCI DSS. Firewall configuration rules must be updated every 6 months.
Call center PCI compliance stipulates that all vendor-supplied defaults should be changed. This includes passphrases, passwords, and SNMP community strings.
One of the key components of the PCI DSS compliance checklist is protecting cardholder data. As such, storing cardholder data should be avoided. Any previously stored cardholder data should be deleted.
Moreover, Sensitive Authentication Data should be eliminated after usage. And requested card data must be limited to what is legally required.
Additionally, contact center compliance with PCI DSS requires encrypted transmission of cardholder data. Such encryption should feature powerful cryptography. This is necessary to avoid any data theft by hackers.
Cardholder numbers should also never be sent through social media apps.
Since a lot of software is involved in credit card transactions. The PCI DSS compliance checklist requires the use of anti-virus software.
Nowadays web services are subject to heavy malware targetting. Credit card transactions are no exception to this. It is thus essential that contact centers provide protection against malware.
Anti-virus programs must be regularly updated. Periodic malware scans are to be implemented too.
Developing secure systems and applications is also a necessity. Call center PCI compliance relies on this. Secure systems scan and identify new vulnerabilities that pose a threat to cardholder data.
Creating secure applications can be achieved through regular training of developers. As adequately trained developers are capable of detecting vulnerabilities. These vulnerabilities include:
Front-end web applications should also be tested. The tests include application security tools and application penetration testing.
Contact center compliance also features implementing access control measures. The implementation of these measures can be broken into 3 key aspects:
Contact centers should also favor virtual data forms. This is because such forms feature data encryption.
An integral element of the PCI DSS compliance checklist is monitoring. Such compliance involves regular monitoring and testing of networks.
Additionally, logs should be reviewed on a daily basis. They should also be saved on a centralized server.
An information security policy is essential to call center PCI compliance. Maintaining an information security policy is paramount to cardholder data protection. Contact centers must document policies and processes involved in data protection.
Additionally, usage policies should provide clear guidelines. Call centers should also provide an incident response plan. Incident response plans include:
While adopting the PCI DSS compliance checklist is a step forward for call centers. Some outdated practices may compromise their data safety. As such, contact centers must avoid these practices at all costs.
Major outdated practices that should be abandoned are:
This can lead to dire consequences. Not only are voice transactions subject to data theft. They also lack the encryption that a secure transaction system provides. It is, therefore, crucial that contact centers avoid insecure voice transactions.
When a situation requires cardholder data sharing. Adequate security measures must be implemented.
You can find more on how to provide adequate call center agent training here.
Many contact centers think that they can handle risky situations on their own. This is a mistake. Not reporting risky situations may lead to major data breaches.
As such, whenever a system breach is signaled, contact centers are advised to report it.
All in all, contact center compliance with PCI DSS is a must. Abandoning outdated practices is also essential to ensuring payment data safety.
In addition to the PCI DSS compliance checklist, there are some best practices that contact centers must follow.
Some of the key best practices are:
Contact centers are thus obliged to implement phone call safety measures.
Some recording systems fulfill call center PCI compliance. For instance, such systems allow agents to pause calls when credit card numbers are spoken. Other systems feature a CRM process that automatically pauses calls.
Speech analytics technology can also be used to prevent cardholder data from being recorded.
In this era, data safety is at the heart of customers’ concerns. Companies and call centers understood this well. This is what has led to the creation of PCI DSS security measures.
Nowadays these security measures are a must for any call center aspiring to provide high-quality data protection. Not only do they ensure cardholder data safety. But they also highlight how much a contact center is committed to data protection.
This is why we at Simply Contact feature both PCI DDS and ISO/IEC 27001:2013 compliances. Being a call center that respects PCI DSS compliance checklist. Simply contact provides premium cardholder data protection.
If you are looking for an exceptional customer service provider, don’t hesitate to contact us.
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