The Payment Card Industry Data Security Standard (PCI DSS) is a proprietary information security standard (known as PCI Call Recording Compliance) for companies handling all types of card payments. If you take payments over the phone, then you must not record or store cardholder details such as 16-digit numbers, expiry dates and CSV codes; yet, for many businesses, call recording is actually a legal requirement.
Balancing these two contradictory needs while achieving PCI call recording compliance can be a real headache, but it can be done. And it's quicker, simpler and more cost effective to achieve PCI compliant call recording than you might think.
Safe, Secure Credit Card Payments over the Phone
West Cloud Call Recording provides a fully compliant call recording solution, taking payment card collection out of scope for 'Cardholder Not Present' transactions. The entire call is recorded (unlike other systems that use the unreliable stop/start recording method) but telephone agents never hear the card details. Likewise, the card details themselves are not recorded or stored.
Customers simply enter their card details securely using the telephone keypad when prompted, with the sound of the buttons masked. The data is sent to the card provider securely and quickly while the agent and customer are both on the line.
- Card data is never recorded or stored
- Agents never hear the card details
- Customers never have to read aloud their sensitive card data
Reduce Fraud and Provide a Better Customer Experience
It's a win-win situation. The risk of card fraud is greatly reduced because no one hears the card data. This also improves the customer experience because most people aren’t truly comfortable reading their details aloud. In addition, there is still an agent present and on hand to help the customer throughout the entire call.
Once the payment has been authorized, the transaction ID and authorization code is passed back to your application which allows any future refunds or repeat payments to be securely carried out.
The good news is that all of this is a cinch to set up. Because it's cloud-based, deployment is days instead of weeks (or even months with some systems), and it integrates easily into existing business systems.
The WestUC solution means you can achieve PCI compliant call recording faster and more affordably than you'd have thought possible. It's tried and tested and used by online retailers who process thousands of payments daily. In fact, ecommerce purchases are often abandoned before closing due to processing issues or card problems. Online retailer customers find that having an order line that allows for secure processing without having to read out details can win back a lot of business.
Contact us today for instant PCI pain relief! Or watch the video below for more.