Britannic Technologies has a great deal of experience in PCI (payment card industry) compliance. From the very infrastructure of the system being used to the information being provided both to employees and the public there are clear guidelines that must be adhered to at all times. One of the most crucial stages in call centre management is the building and maintenance of a secure network. The use of firewalls and regularly changing unique passwords alongside other security parameters are just the beginnings of the measures that should be in place to ensure total security and PCI compliance. It is also crucial to ensure that all stored cardholder data is protected at all times, with data being transmitted across public networks being encrypted.
The definition of processes within the system is just as important as the implementation of that system when it comes to PCI compliance. Assure that the system is thoroughly checked for vulnerabilities including virus attacks on a regular basis. All employees should be aware of the information security policy and a list should be made available of those that have access to data and resources, with the information being updated regularly.
Although security is extremely important to contact centres, customer services comes a very close second. In fact one of the main reasons that calls are recorded is to ensure that customers receive the highest quality service at all times. A contact centre has the records needed to link any complaints back to the original call, if they record calls. This makes it easier to identify the issue and ascertain whether there has been any breach of contract on the part of the staff.
Whilst customer satisfaction, training and quality management are all very significant reasons for a contact centre to record the calls it receives, thus allowing for a more effective appraisal system to be put in place. Sometimes though the recordings can be of great public service in terms of public safety and security risks.
It can be highly useful in incident reconstruction if a contact centre is able to provide a relevant recording or evidence of a call. This piece of valuable information is often able to assist the emergency services in their work.
The definition of processes within the system is just as important as the implementation of that system when it comes to PCI compliance. Assure that the system is thoroughly checked for vulnerabilities including virus attacks on a regular basis. All employees should be aware of the information security policy and a list should be made available of those that have access to data and resources, with the information being updated regularly.
Although security is extremely important to contact centres, customer services comes a very close second. In fact one of the main reasons that calls are recorded is to ensure that customers receive the highest quality service at all times. A contact centre has the records needed to link any complaints back to the original call, if they record calls. This makes it easier to identify the issue and ascertain whether there has been any breach of contract on the part of the staff.
Whilst customer satisfaction, training and quality management are all very significant reasons for a contact centre to record the calls it receives, thus allowing for a more effective appraisal system to be put in place. Sometimes though the recordings can be of great public service in terms of public safety and security risks.
It can be highly useful in incident reconstruction if a contact centre is able to provide a relevant recording or evidence of a call. This piece of valuable information is often able to assist the emergency services in their work.
About the Author:
Emily Collins writes on behalf of Britannic Technologies. For more information about Britannic view their website.
