Keeping your data secure without stifling innovation is possible with a little planning and technology. Colin Hay at Puzzel met up with Tony Smith at PCI Pal to discuss how to make compliance and customer experience the perfect match. Here are their thoughts and 3 ways to de-scope your contact centre.
As many more of us rely on credit and debit cards to pay for goods and services, the fear of our personal information ending up in the wrong hands is growing and the threat is real. According to research sponsored by IBM Security, the average total cost of data breaches is US$3.62million with each lost or stolen record typically costing US$141. Alarmingly, 47% of the organisations represented in the research said the root causes of data breaches were malicious or criminal attack followed by systems glitches and human error.
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Three contact centre challenges
The truth is that data breaches result in lost sales and customer loyalty with the added burden of costs associated with finding the source of the original data breach, limiting damage control, repairing corporate reputation and fines. Contact centres accepting card payments often face an additional set of challenges:
Why take PCI DSS compliance seriously?
While the majority of card accepting contact centres understand the importance of protecting customer data from fraud and cybercrime, not all appreciate the importance of putting the Payment Card Industry Data Security Standard (PCI DSS) into practice. PCI compliance is linked to a decrease in data breaches but the fact remains that over 40% of global organisations are still not meeting PCI DSS compliance standards.
Traditionally, contact centres relied on a variety of compensating controls such as call and screen recording, encrypted VoIP technology and a clean room environment as a short-cut and cure-all for PCI Compliance. However, these methods have proved to be no more than a band-aid fix. The aim should be for contact centre agents to take card payments without handling the actual card data itself but how? The answer lies in working with a third party payment service provider to remove card data from the process, and the contact centre, to help achieve compliance.
Three ways to de-scope
It’s time to step-up protection and introduce de-scoping to stop cyber criminals in their bid to access sensitive payment data. By following these three simple steps, you’ll be rewarded with a highly flexible, innovative contact centre that delivers consistent, exceptional customer experience and boosts customer loyalty, sales and profits.
About Colin Hay:
Colin Hay is an experienced senior executive with a background in software, media and mobile communications. Following a distinguished eleven year career in the British Army, Colin completed an MBA. He has worked for mobile giants Motorola, 02 and Three and is an Associate Fellow at Warwick Business School.
Puzzel (formerly Intelecom) builds on 20 years’ heritage. It was one of the first pioneers to develop a cloud-based contact centre. Puzzel also encompasses leading mobile messaging and mobile payments to deliver a flexible and customisable customer interaction platform to meet the needs of today’s omni-channel and mobile environments. Headquartered in Oslo, Norway, Puzzel employs over 130 people who are all passionate about delivering innovative customer interaction solutions for contact centres and mobile environments.
Published: Friday, October 26, 2018
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