Hampshire County Council

Payments Through Agents Made Secure with CallGuard On-Site

Hampshire County Council is a top-performing local authority. It is vital that the Council is able to dependably safeguard the interests of its residents and being PCI DSS compliant falls within this remit.

The council’s contact centre Hantsdirect recorded all of its telephone calls and as its agents took payments by telephone the Council needed to ensure that all recorded calls were PCI DSS compliant.

Challenge

Hampshire County Council's contact centre, Hantsdirect, provides an efficient "one-stop" service for residents. It fields a broad range of council-related enquiries that include Highways Management, Education, Social Services, Libraries and Waste.

Hantsdirect records all of its telephone calls and as its agents can also take payments by telephone, the Council needed to ensure that all recorded calls were PCI DSS compliant. They had a goal to deliver a live PCI DSS compliant solution within six weeks.

Solution

Hampshire County Council selected CallGuard, a solution which makes any call recording system PCI DSS compliant by detecting and blocking DTMF tones. During a call Hantsdirect agents will now ask customers to simply input their card details into their telephone keypad instead of speaking them.

Value

The CallGuard solution enabled the Council to successfully pass its PCI DSS audit from its QSA. The securing of payment data also generated wider benefits, safeguarding the interests of the Council's customers, its contact centre agents and protects its public reputation by making all calls PCI DSS compliant