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3rd Party Remote Call Monitoring Feature

November 13, 2012

3rd Party Remote Call Monitoring Partners Need PCI Compliance

By Susan J. Campbell, TMCnet Contributing Editor

Christmas season 1998 is when it changed in our household. I had discovered Amazon and with two small children, the company’s partnership with Toys R Us meant I could complete all of my Christmas shopping without ever leaving my living room. I provided my credit card information without pause, confident in the protection of my information.

Today, Amazon is still an oft visited site on my computer and purchases throughout the year are quite common. Yet I’ve taken to checking my credit card information on a regular basis to ensure these companies within which I do business are actually providing the necessary protection to keep my confidence and my business. Yes, they must be PCI (News - Alert) compliant – but who’s checking?

This is an important question for any organization that operates an eCommerce site or takes credit card information over the phone. If that organization uses an outsourcing company for its customer service initiatives via the call center, PCI (payment card industry) compliance, or lack thereof, can make or break the company. That’s why this BPA Quality blog post suggests the question regarding PCI compliance become a standard operation.

Believe it or not, even those organizations providing 3rd party remote call monitoring must be PCI compliant. Call centers should always confirm that an outsourcing partner is PCI compliant, or they run the risk of incurring penalties from $5,000 to $100,000 per month. Any company that processes or stores credit card information must be PCI compliant to ensure security breaches are not a probable risk and payment card data is not compromised. 

A 3rd party remote call monitoring provider, such as BPA Quality, is responsible for capturing, archiving and even managing calls. When information regarding credit cards is involved in the call, that information could be compromised if the 3rd party remote call monitoring company is not in line with current regulations. Just following the rules is not enough – the provider must be certified compliant by the PCI Security Standards Council.

Leaders at BPA Quality felt this was an important initiative to ensure their clients are always protected. This 3rd party remote call monitoring provider believes its partnership with its clients is enough to demand PCI standards be a priority in all interactions. After all, a breach in security can cost a company a loss in reputation and customers, while increasing financial responsibilities and litigation.

Any third party provider, whether the focus is 3rd party remote call monitoring, customer surveying or agent training, should ensure PCI compliance to protect their partners and the end customer. Without this protection in place, the Amazon’s of the world are less likely to succeed.

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Edited by Rich Steeves
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