Payment Security Guide for Businesses and Call Centers Processing Credit Card Payments Over The Telephone

Any business, organization or call/contact center who accepts credit card payments over the Telephone MUST be Payment Card Industry (PCI-DSS) compliant. What used to be standard practices are being changed with much more restrictive measures to ensure that credit card holder information is protected. This industry transformation is impacting how businesses and call centers take and process payments over the telephone, and most importantly how they run their businesses. For many PCI-DSS compliance can be a very frustrating process, because the nuances in the implementation of solutions do not always allow a black and white answer.

In a Live Agent environment, the people, systems and processes that accept and process payment cards, must comply with PCI-DSS standards. Any person or system that touches or stores in text or voice, credit card data is subject to PCI-DSS. This includes: PBX phone systems, ACD’s, IVR’s, Call recording solutions, PC’s, Servers, customer relationship management (CRM) software, customer tracking solutions.

The purpose of this guide is to provide you with a practical understanding of how these changes can impact your business and provides you with actionable tips to help you navigate through the complexities of PCI as it applies to collecting credit card payments over the telephone.

Key topics discussed, include:

  • How Does PCI-DSS Apply To Businesses and Call/Contact Centers who are taking credit card information over the telephone.
  • Standards Of High Importance for Call/Contact Centers
  • If You Are Outsourcing Your Call Center – What To Consider
  • Managing Costs Associated With Payment Security

    We’re Here to Help

    What our clients are saying about us

    “Never any issues with you guys! Things just work.”

    Gerry Henstra, CEO, Henstra Business Solutions

    “Customer service is a really big deal to us, and I am glad to do business with a company that obviously takes it as seriously as we do.”

    Jeff Boatman, Global Client Solutions

    “We’re happy with the IVR Payment system and it has been working well for us. Recently we also setup your newest SMS (text) receipts and found it to work great.”

    IT Manager

    “I want to command you and your team at Datatel on the job just completed for Tele-Response Center. The attention to detail and professionalism with which you approached the project was exemplary and greatly appreciated especially considering the several applications that needed to be implemented on short notice. Thanks again for your assistance getting this project off the ground so smoothly.”

    Joe Grossman, Sr. Vice President, 121 Direct Response

    “My team and I would like to commend Datatel on creating an IVR application that adds great value to our new Travel product. Your knowledge, input and expertise in IVR scripting, call flow management and overall IVR logistics made the development and implementation stages extremely easy to manage. Thank you for a well executed campaign that was launched on time and on budget.”

    Ryan McCullough, Marketing Manager, Aegon Direct

    “Great team to work with. I look forward to utilizing some additional capabilities in the future.”

    Bob Griffin, VP of Operations, MedA/Rx

    “We are very grateful for many years of mutually beneficial business relationship with Datatel and for impeccable customer service we have received during these years.”

    Director of Student Accounts

    “We, Standard Life, very much appreciated Datatel’s expertise, knowledge and support as we worked through the development and implementation stages. Our Clients appreciate the simplicity of the capability, while gathering very valuable feedback. Thanks for making this a very positive experience.”

    Anne Pennell, VP, Customer Services Operations, Standard Life

    “This was one of the best implementations I have been a part of. The communication was excellent and everything was responded to and dealt with swiftly. A real pleasure. We are looking forward to the impact this will have on our patient payments! Thank you!”

    Kim Pace, Director Patient Accounts and Revenue, Chatham-Kent Health Alliance