Record calls AND be PCI DSS compliant
The requirements surrounding PCI DSS and call recording can initially appear confusing. Here at Veritape, we’ve developed a simple, robust solution which meets the demands of PCI DSS and lets you continue to record your calls.
Here’s a little more information. If your business records its calls and, in the course of its activities, takes card payments over the telephone, section 3.2 of PCI DSS applies. Put simply, this means that the security number on the reverse of the card cannot be recorded in any form, including voice. Your call recording system is unlikely to meet this requirement at the present time.
You may be offered some alternatives – one would be to not record calls where card payments are taken; this solves PCI DSS but isn’t of particular help to your business or your customers. Should there be queries, no audit trail will exist beyond the actual transaction. Or you could use an automated payment solution which requires no call centre agent involvement – not the best customer service around and potentially costly to implement.
Veritape offers a win-win alternative solution. Our call recording software allows you to continue recording your calls whilst blanking out card payment details. It does this by using some simple triggers within the call handling process which are simple to implement. No hidden catches, no over-engineered solutions. Visit www.veritape.com for more information.