How to Take Secure Payments Over the Phone?

Taking payments over the phone is still a critical channel for many organizations. Healthcare. Utilities. Municipalities. Insurance. Professional services. When customers need help with a bill, a balance, or an account issue, they often pick up the phone.

This creates an important question.

How do you accept payments securely, without exposing staff or your business to unnecessary PCI risk?

Secure phone payments require a combination of technology, process, and compliance. Many organizations do not realize how much risk they carry until something goes wrong. The moment card data is spoken out loud to a staff member, your entire phone environment becomes part of PCI scope. This increases cost, complexity, and liability.

Below is a clear and practical path to taking secure payments over the phone. It applies to organizations of all sizes.

1. Remove Staff From Card Data Completely

The safest method to accept payments by phone is to remove people from the card number. Once staff hear or handle Primary Account Numbers, the business inherits a large PCI footprint. This drives audits, additional controls, monitoring, and potential exposure.

A secure solution routes the caller into an automated payment system where their card details are captured without being heard by your team.

This is where CryptoIVR™ delivers value. It captures and encrypts card data in real time. Staff stay on the line if needed, but they never hear or see the numbers.

This keeps your team safe. It keeps you out of PCI scope. And it keeps payments flowing twenty-four seven.

2. Use A PCI Level 1 Technology Provider

The next requirement is ensuring the systems that touch card data meet the highest PCI standards.

A proper IVR payment platform should be PCI Level 1 verified, support tokenization, meet all telephony security controls, and follow strict encryption standards.

Datatel’s payment platforms follow these principles. They do not sit on top of your phone system. They remove your phone system entirely from PCI scope. That is the gold standard.

3. Validate Caller Identity Before Payment

Authentication matters.

Before any payment is taken, the system should verify the caller using known data points such as invoice, account number, postal code, or phone number.

This reduces fraud and gives both your team and customers confidence.

CryptoIVR™ supports flexible caller authentication so that businesses can tailor the method to their billing system or CRM.

4. Tokenize Cards During the Call

Businesses increasingly want card-on-file capability to support recurring or future payments.

Tokenization makes this safe.

A token replaces the card number, so the business never stores sensitive card details.

CryptoIVR™ integrates with multiple gateways and supports secure card-on-file tokenization during the phone call, without exposing the card to staff or internal systems.

5. Stay Compliant With PCI Requirements

Security is only one part. Compliance matters just as much.

PCI applies to every business that accepts card payments, even if phone payments are a small percentage of volume.

This is where Datatel’s PCI Scope Wizard and PCI Compliance Services come in.

They help organizations understand:

• What payment channels they have
• Which Self-Assessment Questionnaire applies
• Where their PCI scope begins and ends
• Where risk may be introduced through phone systems, browsers, staff, or workflows
• How to reduce scope and cost through automation and proper controls

When combined with a secure IVR payment platform, organizations dramatically reduce effort and eliminate unnecessary PCI requirements.

6. Build a Safe Internal Workflow

Technology alone is not enough.

A safe phone payment environment also requires clear processes.

Examples include:

• Never writing card numbers down
• Never repeating card numbers aloud
• Ensuring staff know how to transfer callers into the payment system
• Tracking declines and exceptions securely
• Maintaining a clear PCI change management process
• Reviewing scope annually

Datatel helps organizations map these workflows so that operational, legal, and compliance risks stay under control.

7. Offer Self-Service to Reduce Pressure on Staff

Many phone payments happen because self-service is not working.

When customers cannot find their bill or make an online payment, they call. This puts pressure on staff and increases exposure.

Adding a secure IVR payment channel gives customers an alternative. It reduces inbound call volume. It reduces frustration. And it extends payment availability to twenty-four seven without additional staffing.

Secure phone payments are not complicated when the right pieces are in place

• Remove staff from card data.
• Use a PCI Level 1 IVR Payments Service.
• Authenticate callers.
• Tokenize cards.
• Validate your PCI scope.
• Build strong workflows.
• And support self-service so customers do not have to wait on hold.

Datatel provides both the technology and the compliance expertise to make this simple.

CryptoIVR™ handles the secure payment.

PCI Navigator and the PCI Scope Wizard guide you through compliance.

Together, they allow businesses to accept payments safely, reduce PCI scope, and protect teams, customers, and revenue.

Book a consult with our team.