Complying with PCI DSS rules whilst still recording telephone calls

Summary

PCI DSS compliance is essential for all businesses taking card payments from customers. In environments where card payments are taken over the phone, recording some of the card details as audio will infringe the PCI DSS requirements, leaving you open to fines or legal action. Veritape's software will help you record your calls whilst still complying with the PCI DSS.

What is PCI DSS?

PCI DSS is the new security standard introduced to ensure that credit card details remain secure. The standards are set by a group comprising American Express, MasterCard and Visa, and some other card service providers.

If you fail to comply with the PCI DSS requirements, you may have your ability to take card payments restricted or withdrawn, and you may be eligible for heavy fines and other legal action.

What do the PCI DSS requirements mean for our company?

On the back of each credit card, there is a security verification code. They look like this:

These codes (called CVV or CV2 codes) are not allowed to be stored in any format by companies taking credit card payments - including audio.

If you record telephone calls where credit card transactions take place, you must ensure that you don't record the portion where your customer reads the CVV codes to you.

How do we record the rest of the call?

Veritape's unique software approach to call recording means that you can determine exactly which parts of a call are recorded, and which aren't. Using Veritape Call Tagging, you can pause recording at the point your customer starts to give you credit card details, and then start again afterwards.

By using Veritape Call Tagging, you can easily link your existing scripting or CRM package with Veritape CallCentre to ensure that only the relevant portions of calls are recorded. This will then happen every time, automatically, and your Agents will not be required to do anything.

Veritape Call Tagging will improve your compliance, allow you to more fully comply with credit card payment security standards, and improve your customers' peace of mind.

For more information

Please read our Veritape Views article here, and then contact us for more information on how Veritape can help you comply.