Record calls AND reduce credit card fraud

UK (SANEPR.com) May 12, 2009 -- What is PCI DSS? In a bid to help prevent payment card fraud, the Payment Card Industry (PCI), which is an alliance of major credit card issuers, has established a single set of Payment Card Industry Data Security Standards (PCI DSS). One of these standards (section 3.2) states that companies taking card payments by telephone cannot store any sensitive authentication data, post transaction. They define this sensitive data as being the magnetic stripe and the printed security code on the back of the card – when purchasing an item over the phone, you are often asked for the three digit number on the back of your card. This particular standard does apply to call centres that use call recording.

Businesses who choose to overlook PCI DSS risk fines and even the withdrawal of merchant service privileges.

At first sight, this requirement could present a sizeable headache. It can be addressed in several ways, some more practical than others. You could choose simply not to record calls where payment card transactions are made. Or you could transfer the customer to an automated payment card processing solution. Both of these options do have their limitations. Alternatively, you could solve the problem by using a call recording system like Veritape that continues to record calls whilst neatly blanking out sensitive authentication data.

Veritape offers a proven, comprehensive solution to the challenge of PCI DSS, which blanks the recording of sensitive data whilst still recording calls. How does it work?

• Veritape’s call control software lets you place ‘triggers’ within your call handling process.
• When an agent takes a payment and reaches a pre-defined ‘trigger’, call recording is automatically paused until the agent reaches a second pre-defined ‘trigger’, when recording recommences.

Veritape’s solution allows PCI DSS call recording requirements are met whilst still recording calls. We are the only call recording supplier who can offer a comprehensive solution to the challenges of PCI DSS and call recording.

Veritape’s answer to PCI DSS is one example of how its flexible call recording software can positively help businesses to operate productively and effectively.

Visit www.veritape.com for more information.
For further information contact suzie@honeypr.com 01223 241770
ENDS

Editors Notes:
• The Core Modules
- The Veritape Client module is at the very heart of the software. Fully automated, contact centre agents have no active involvement with it. One copy is needed for each recorded telephone extension or seat.
- Veritape Manager supplies the call search and playback facility.
• The Optional Extras
- Veritape Call Scoring provides the tools for evaluation and training of agents. It allows companies to measure performance and productivity and identify training and development needs. Tackling efficiency and customer service will impact positively on operational costs and ultimately help to drive up revenue.
- Veritape Call Tagging lets you label (or tag) calls with relevant information and retrieve them quickly and easily. By categorizing in this way a vast volume of data can be sifted through efficiently and reliably.
- Veriscope is an agent independent speech recognition module. This sophisticated facility allows you to automatically categorise recorded calls and identify key words and phrases.

• Compliance and Guidelines
- The Payment Card Industry Data Security Standards (PCI DSS). Designed to protect businesses from hackers accessing account data and consumers from payment card fraud or identity theft, Veritape offer a proven solution that complies with this directive, blanking the recording of sensitive data whilst still recording the rest of the call.

- The UK’s FSA now requires many financial services firms to record calls. Veritape complies fully with the FSA regulations.

- Local authorities use 198 National Indicators for reporting different aspects of performance. One of them, NI14, gives a measure of how many points of avoidable contact were received - calls that shouldn’t have occurred. Veritape offers easy access to measure and reduce avoidable contact points.

• About Veritape
- Founded in 2001 by business partners James Heath and Cameron Ross.
- UK based, privately owned company with offices in Alkrington, Greater Manchester and St Albans, Hertfordshire.
- Veritape’s customer base is broad, spanning many sectors including motor, financial, retail, health and local government. Visit www.veritape.com/about/our-customers/ for more information.

For further information, interviews or images please contact Honey PR.
t: 01223 241770 * e: suzie@honeypr.com * w: honeypr.com