Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

MEMBER
Rory Aditya
Manager Digital Service of Retail Customer Care
8
EXECUTIVE MEMBER
M Fajri
Learning & Development Manager
199
MEMBER
Vijay s
Director
44

Article : PCI Compliance For Contact Centres: Wise Up On PCI DSS & Save A Fortune

Every contact centre that accepts credit and debit card payments over the telephone needs to be PCI DSS (Payment Card Industry Data Security Standard) compliant. However the process of becoming and staying compliant can be hugely expensive. The interpretation of the 258 controls often results in confusion and conflicting advice from PCI Qualified Security Assessors (QSAs).

Information about the "dos" and "don’ts" of PCI DSS and its cost and impact on every day business processes can often result in companies putting off the process or self-certifying unaware of the risks should they then suffer card data loss. For many once PCI DSS has been achieved the expense in time and resource leaves them with very little to show or to shout about.

The answer is to wise up on what compliance really means and what the responsibilities really are. PCI DSS covers a great many areas and touches almost every aspect of an organisation’s operations. Compliance in the contact centre should address risk and be achievable for a sensible and realistic cost. To understand the practices for each of the 258 boxes that should be ticked takes detailed knowledge; however, looking at the key vulnerabilities, namely staff and the choice of third party payments supplier, will result in large reductions in both PCI DSS scope and the price of securing your customers’ valuable information.



There is no such thing as a PCI DSS compliant solution

Solution providers can make the mistake of marketing their products as "PCI DSS Compliant" – there is no such thing. It is correct, however, to state that a given solution can help achieve compliance. Any third party payment service provider needs to be able to prove it is PCI DSS compliant. This is because the overall contractual obligation of compliance is always between the merchant and their merchant bank. So the third-party organisation which may include outsourced contact centres, payment service providers or collections companies will not get fined in the event of a breach that results in card data loss or fraud. The buck stops with the merchant.


Get smarter – chose the right payment solution for customer demographics

No one payment solution fits all. Different people prefer different methods of payment. A younger tech-savvy demographic may be happy with mobile payments while more mature customers may prefer to speak to an agent. Therefore think of customer demographics and select a payment solution to suit. This usually results in a requirement for multiple payment methods being implemented but has the overall benefit of reducing frustration felt by customers that would have otherwise been forced to use a payment service they’re not comfortable with.

Continuous authorised payments (also known as recurring payments) can help to reduce the scope and cost of PCI DSS compliance audits. Once an initial transaction is verified the card used becomes trusted and any repeat uses will not require details to be taken again. On average 40% of customers will opt to have their card details stored for future use. However, there may not always be funds available on the stored card and therefore payments can be declined. Some suppliers, such as Encoded, have a Tokenisation feature to enable card holders to validate and amend stored cards when something goes wrong; avoiding fines, fees and interest charges by self-managing the details held on file.

Tokenisation, recurring and stored card payment solutions mean that organisations with contact centres can vastly reduce the scope of their PCI DSS audits. Tokens can only be used through specific payment gateways and if they are stolen or written down then the Token is completely useless to anyone outside the payment environment. So take the time to wise up on PCI DSS and save money.


About Encoded Ltd.:
Company LogoEncoded provides interactive voice response solutions and automated payment solutions. Encoded has invested in achieving the highest level of PCI DSS compliance. It has a Level 1 Attestation of Compliance (AOC) which applies to organisations that store, process and/or transmit more than 300,000 Visa transactions per year it also appears on the Visa Europe Merchant Agents List.
Company RSS Feed   Company Twitter   Company LinkedIn   Company Profile Page

Today's Tip of the Day - What Type Of Relationship Do You Want?

Read today's tip or listen to it on podcast.

Published: Friday, February 20, 2015

Printer Friendly Version Printer friendly version

2024 Buyers Guide Recording

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 

About us - in 60 seconds!

Join Our Team

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program
Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 30399 
Showing 1 - 1 of 3 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =