Data security is top-of-mind with everyone now, especially anyone who shops online. So, it is critical that call centers assure customers and business partners that their credit card and other sensitive information is safe. In order to build that trust, many call centers take the necessary steps to obtain Service Organization Control (SOC2) and Payment Card Industry Data Security Standard (PCI DSS or PCI for short) certifications, which offers independent third-party verification that a call center is using stringent security measures.
Here at The Connection®, we are proud to be both SOC2 compliant and PCI certified. Here is what that means for call centers like us.
The Payment Card Industry Data Security Standard was created by the major credit card brands. The goal is to protect credit and debit card transactions against potential fraud or theft.
The PCI standard applies to companies of all sizes that accept, store, or transmit credit card payment data. The current version of the PCI standard includes more than 400 security controls organized into 12 primary requirements with six security goals:
Service Organization Controls were created by the American Institute of Certified Public Accountants. SOC2 is an audit procedure that helps service providers, such as call centers, establish and monitor data protection controls based on specific “trust service principles.” These are:
We monitor numerous aspects of our PCI and SOC2 compliance requirements on an ongoing basis to ensure all protections are functioning as planned. Both certifications require ongoing security monitoring and compliance enforcement day in and day out.
However, to retain our certified status, we must also conduct an annual audit of our programs. This annual review is not merely an opportunity to check boxes off a list. Re-certification requires documentation and evidence showing various compliance activities occurring daily, monthly, quarterly, etc. We also conduct regular security training and awareness initiatives for all employees.
The annual audit involves several steps:
PCI and SOC2 both require extensive documentation of security policies, procedures, and monitoring activities.
Customer trust is critical for call center success. At The Connection®, we take that trust seriously, and our PCI and SOC2 certifications demonstrate that. For us, it is one more way we can ensure we are giving our clients and their customers the best possible call center experience.
Publish Date: November 15, 2018
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Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.
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Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World
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Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.
SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
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