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Can contact centers truly increase efficiency while ramping up data security? The preconception can often be that in an industry where rapid resolution is often the benchmark, that extra layers of compliance can only serve to further slow and complicate the customer experience. However, that may not be the case after all.
In the first in a series of guides on ‘PCI compliant contact centers’, award-winning secure payment technology providers PCI Pal explore the possibility that compliance doesn’t necessarily mean compromise when it comes to the way a contact center business communicates with its customers. They speak from experience, having helped leading clothing retailer AllSaints reduce average call handling times by 66% through the implementation of their PCI compliant DTMF payment security solution.
The security of customer data is clearly a current hot topic, with high profile data breaches hitting the front pages with worrying frequency. While there is always an initial financial outlay involved in putting in place safeguarding measures to protect the customer data that your business holds, if this mitigates risk then it is a worthy – and very much necessary – investment. Better still, it is worth putting in place measures that mean you never store sensitive customer information.
However, planning for change and more specifically full Level 1 compliance with the requirements of the PCI DSS can be done without forecasting a major downturn in contact center productivity and efficiency.
The full guide, which is available to download for free from PCI Pal, goes into further detail as to how contact center stakeholders can maintain best practice in payment security without burdening agents or road-blocking the customer journey. In the meantime, here are a few quick tips to get you started.
Data security starts at the interview stage
PCI DSS requirement 12.7 states that any employee who is going to have access to sensitive data ought to undergo strict background checks such as employment history, criminal record, credit history, and reference checks. Better still, implement DTMF technology that prevents the agent ever hearing or seeing pertinent data.
Incentivise and involve
Don’t allow security to become a scary word within your contact center. Creating a culture of security and encouraging best practice will keep your agents on their toes. Openly discuss the threats and reward those who go above and beyond to highlight or prevent vulnerabilities and data security issues before they escalate.
Be aware of where others are failing
Levels of compliance across the 12 requirements of PCI DSS vary significantly. Keep an eye on annual trends and perform your own assessments to ensure that you have future-proofed your solutions against some of the most commonly problematic requirements, such as ‘protecting stored cardholder data’ and ‘tracking and monitoring access to cardholder data’.
For more advice on safeguarding your contact center while continuing to create efficiencies, download the ‘PCI Compliant Contact Centers: Maximizing Efficiency’ guide here. You can also learn more on our app listing on the Genesys AppFoundry Marketplace.
This blog post was co-authored by Roger Austin, Director of Channel Sales – North America at PCI Pal. Building organizations and learning about every facet of the company is one of Roger’s favorite aspects of channel development. After working in telco for over 21 years with such organizations as Polycom and Genesys, his role involves building out the North American market and working with PCI Pal key partners in region.
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