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PCI - Contact Centre
Transcript
- 12 High Level Themes
- 219 Individual requirements
Why Telephone Card Payment Security is Important?
In face-to-face and e-commerce environments, risk-mitigating technologies
have helped significantly reduce fraud rates, resulting in a shift of card fraud
towards the contact centre space.
High Staff Turn-Over
Background Checks
Social Engineering
QA - Voice Recordings
Risk Exposure
Exposure To Card Data
- 222 security controls that need to be applied to the desktop and the network it operates on
- Ensuring Sensitive Authentication Data is not stored on call recordings
- Minimising the risk of a security breach by vetting new agents with the Criminal Records Bureau (an expensive and time consuming process for hundreds of agents)
- Making sure data cannot be removed by any means (usually by banning pens and paper and mobile phones)
The Payment Card Industry Data Security Standard (PCI DSS) demands that customer payment information should be protected and sensitive authentication data should not be stored anywhere on a company’s network, including on its call recording systems.
The easiest way to comply with PCI......
By removing exposure to the payment card data, we remove the contact centre from PCI scope.
The adoption of technology will gives us:
PCI benefits
Time saving efficiencies
Cost saving opportunities
?
Security policy is only as good as it's enforcement.
What technical controls are required to prevent removal or copying of this data?
Does the facility have an adequate physical access control system?
People who are no longer employed by the organization, but who still have access rights to its computer networks and systems.
Restrict less obvious ways of skimming off confidential information, such as cameras—and cell phones containing cameras—which can be used to take screen-shots.
Savings
In 2011, the UK contact centre took 1,319,699 calls.
On these calls it took an average of 117 seconds to take the card details from the customer, complete the booking, confirm the details of the order and close the call.
As we pay our agents 11 pence per minute, this equates to a cost of £293,797.
AUTOMATED PAYMENT SYSTEMS | June 2012
UK
1
What is it we are protecting?
The challenge in the Contact Centre is
any audio recordings potentially breech PCI requirements.
IVR
Mask & Mute
Secure Voice Transactions
The PCI Data Security Standard represents a common set of industry tools and measurements to help ensure the safe handling of sensitive card holder information.
PCI Compliance In The Contact Centre
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