Member Article

PCI Call Recording

Typically an online business will need to deal with multiple banks (and, if the company is international, a number of currencies as well). In order to set up without a payment service provider the business will need to spend a great deal of time meeting and negotiating with a number of banks. Good payment service providers will already have strong ties with a number of banks around the world which will save the business a large amount of time. On top of this dealing with a payment service provider means that the business will have a single point of contact should any issues arise. This defers the task of chasing down the problem (generally involving contacting numerous banks) to the PSP and will again save the business a lot of time and effort. Finally a payment service provider will typically already have a payment gateway system that is built and ready to be added to a website. Payment Gateways are time consuming and expensive to develop and they need to be extremely thoroughly tested in order to ensure that the sensitive data they deal with is one hundred percent secure. By dealing with a PSP businesses can have peace of mind that the service is already full function and secure.

If your business is looking to improve the caller experience then PCI Call Recording should be your first port of call; without a recording system in place how you can be entirely sure that your staffs are managing their expectations?

What is Call recording?

Call recording solutions come in many different forms to suit all the different call centre technologies on the market. You can expect to find hardware, software, hosted and VoIP recording to ensure that all businesses are catered for regardless of their current communications strategies. You can select from inbound or outbound recording or both depending on the nature of your business. As soon as a call is made to or from your organization the hardware or software is activated, you are then able to listen to your recordings via a simple web interface.

Benefits of Call Recording

There are many benefits of call recording, each to cater to any type of business. You may realise your organization could benefit greatly from one, or all, dependent upon your needs and the nature of your business. Many organizations that use voice recordings within the Contact Centre do so because it is required for business reasons, such as agent training or confirmation of verbal contractual agreements that are carried out over the telephone channel when selling services. Depending upon the transaction type, regulatory requirements to keep any recordings (for varying periods of time) for playback apply. For businesses, particularly in the financial services and retail sectors, further requirements apply due to the fact that when purchase transactions are completed over the telephone using payment cards, certain data needs to be protected. For organizations that are required to record telephone conversations and also take payment card details over the phone the recording and storage of this data can become a PCI compliance issue.

This was posted in Bdaily's Members' News section by Julia Writer .