CallGuard blocks the recording of sensitive authentication data whilst still recording calls.
It works by detecting and blocking DTMF tones. This diagram shows you how:
Here’s an Explanation of How CallGuard Works:
- Customers use their telephone keypad to provide their payment card details. When they press their keys, they generate Dual Tone Multi-Frequency (DTMF) tones through the telephone. DTMF is a universal standard built into every telephone; home, office or mobile.
- CallGuard automatically detects and blocks these DTMF tones and subsequently any payment card data from the call recording.
- CallGuard then simultaneously enters the customer’s card details into the relevant fields on the Agent’s screen, obscuring the card details with asterisks (***), or similar. This means that the Agent handling the call never sees the card data.
- The end result is that you can fully observe PCI DSS requirements and continue to record your calls.
CallGuard is a powerful asset to your offshore contact centres where you are removed from day-to-day control. CallGuard will give your customers the peace of mind of knowing that their sensitive data is never captured or stored and so cannot be misused, regardless of location.
Training requirements for CallGuard are minimal. There is one simple change to their script: the Agent asks the customer to type in the card details using their telephone keypad. There is no typing by the Agent.
See CallGuard in Action, from both the agent's and the customer's perspectives. CallGuard is a robust and proven solution that delivers PCI DSS compliance to any organisation that takes payments over the phone and records their calls. One which will let Contact Centre Managers, Customer Service Directors, Finance Directors and the Compliance Team sleep easy.
To discuss your requirements, call 08000 630 730 or contact us.