Don't let this happen to you - isolate agents from cardholder data

Another call centre agent has been suspended and faces dismissal after stealing customers' credit card details, says the website in this article.

Read here. The issue of card theft in contact centres is wholly preventable. But until card payments by telephone use DTMF tones to transmit sensitive data, such as with CallGuard, the paying public can only hope their details remain safe.

Would a more stringent vetting process have prevented this latest occurrence of fraudulent misuse of Cardholder Data?

We will never know the answer, but one thing is certain: temptation, coercion, procedural weakness or good-old-fashioned opportunism will not be isolated by an HR Department’s recruitment policy.

The only way to eradicate this type of crime is by eliminating the agent’s exposure to sensitive information.

By removing the spoken word when providing card numbers, a caller can have confidence that their transaction is not exposed to fraudulent agents.

How is this done? By using their own telephone keypad, callers send their card number to the call centre in audio format. Each keypress generates a DTMF (touch-tone) signal. CallGuard's Filtering technology stops card numbers being stored in call recordings, and CallGuard's DataShield software stops agents from seeing card data on screen. Working together, card data is removed from temptation.

The solution to restoring faith in telephone payments is in the very hands of the caller – well, their handsets at least ...

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Posted by admin at 11:55 AM on Jun 12, 2017


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