PCI Compliance in a Call Center

Data breaches are one of the top concerns for today’s businesses, and as hackers and malware become even more advanced, the worries about cybersecurity are sure to increase. Hence, call center PCI compliance is essential for any company handling cardholder data.

But what is the exact meaning of PCI for call centers? And how can you achieve PCI compliance when taking credit cards over the phone?

What It Means to Be PCI Compliant

Call centers that are PCI compliant have achieved the data security standard as outlined by the payment card industry. The aim of these standards is to protect cardholders from fraud and security breaches when they give their private information. PCI compliance extends to cell phones, landlines, email, and more.

There are four levels of PCI compliance, which are based on the number of credit card transactions that occur annually within the company. Each level has differing standards that are ever-evolving to keep up with the increasing threats to consumer privacy.

Why Is PCI Compliance Important?

PCI compliance is important because it protects both your customers and your business by reducing the risk of data breaches and fraud. Companies who experience a data breach may lose their customers’ trust and endure long-term repercussions to the brand.

Call centers could also face serious financial losses or lose business with credit card companies and banks. Though PCI compliance is not legally enforced, many credit card companies require PCI compliance.

Those companies that are PCI compliant are more likely to have a secure network, use the most advanced security software, and have well-trained employees.

PCI Compliance Checklist

If you’re new to PCI compliance for call recording or PCI compliance for mobile phones, you may feel overwhelmed at the prospect of making sure your call center is compliant. Fortunately, this call center compliance checklist breaks the process down into simple, actionable steps.

1. Build a Secure Network

Every PCI compliant call center is built on a secure network. Begin by installing a firewall that protects cardholder information and adhering to strict security controls. Once the network is protected, maintain that security by creating strong passwords that follow the latest cybersecurity recommendations. Avoid using default passwords provided by outside vendors, which could be more vulnerable to data breaches and other attacks.

2. Protect Data

It’s vital that all cardholder data is encrypted when using public networks. Any data stored on the company’s networks should also be protected through numerous methods. Following a call center data security checklist, agents can help with data protection by using whiteboards to write down information, rather than a pen and paper. Data can also be protected by banning personal cell phones in the call center.

3. Manage Vulnerabilities

All call centers should develop a program for managing vulnerabilities. This program should include regular updates to antivirus software and security programs, along with the development of secure networks and system applications.

4. Control Access

Call centers with uncontrolled access to information face a much greater risk of cyberattacks. Minimize these risks by restricting access to only those call center agents who need the information. Every employee should have their own user login, and physical access to private information should be highly regulated.

5. Monitor Networks

Once secure systems are in place, it’s important to use activity logs to monitor and test these networks for any potential vulnerabilities. These logs will make it much easier to track suspicious activity or prevent future data breaches if any information is compromised. Monitoring and testing will also ensure the call center continues to uphold PCI standards.

6. Create an Information Security Policy

The company’s information security policy should be formally recorded in writing. This will make it more accessible for employees to reference if they have a question about the policy, and encourage continuity across the company. Additionally, the company should offer ongoing agent training to ensure the entire company understands PCI compliance rules.

Outsource to a PCI Compliant Call Center Today

Does the thought of following this PCI compliance checklist overwhelm you? Are you looking to save money and increase efficiency within your company? If so, it may be time to outsource your call center.

Contact ROI CX Solutions today to learn more about our high-quality, PCI compliant call center outsourcing. By working with our PCI compliant company, you’ll protect your customers and your brand’s reputation. We’ll act as an extension of your own company and serve your customers as if they were our own. Get in touch today to get started.