Telephone Call Recording: Are you PCI compliant?

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Compliance is a murky subject. A casual glance presents the uninitiated with a series of rules and regulations that can seem at once critical and yet apparently contradictory.

Some state that certain financial transactions must be recorded, whilst others, so it seems, demand that financial details be excluded or covered up. The only thing that appears obvious is that as a company you have the obligation to get it right – or you will be in trouble.

If in your business you record telephone calls and take payment from customers over the phone, then you must ensure you have a PCI compliant telephone call recording solution in place, if you don’t then you run the risk of your business being issued with fines.

Any organisation that is taking sensitive data from a customer, in particular credit or debit card details has a duty to ensure they are taking every step possible to protect customers and their data from fraudulent use and identity theft.

It is a violation of PCI DSS requirement 3.2 to store any sensitive authentication data, including card validation codes and values, after authorisation even if encrypted.

It is therefore prohibited to use any form of digital audio recording for storing CAV2, CVC2, CCV2, CID codes if that data can be queried…. Where technology exists to help prevent the recording of these data elements, such technology should be enabled.

recordX is a telephone call recording solution that has been tailored to meet the specific requirements of the Payment Card Industry. It includes features that allows agents to tell the telephone call recording system not to record the part of the call where the customer speaks the CV2 number. The agent can enter the ‘stop recording’ command during the call to pause recording and then ‘start recording’ command resume the call.

The CV2 number is not recorded, while the rest of the call is recorded and easily available for playback using the recordX web interface.

recordX is designed to enhance your business by enabling you to deliver the best possible service to your customers. By recording all telephone orders or discussions, you can quickly confirm back to a customer what was agreed. This enables any disputes to be quickly resolved and for the customer to be retained for future business.

And the best part is it’s completely PCI compliant and meets the all the regulatory requirements defined by the FCA and other regulatory bodies.

To find out more about the benefits of call recording or to find out which system is right for your business call 0800 50 533 50 today or fill in an Enquiry Form and someone will get back to you soon. Alternatively, you can visit our Call Recording product page and get all the information you need to make the right decision for your business.

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