Why Comply with PCI DSS?
Are you unsure about what PCI DSS compliance means for your organization?
It's essential for contact centers that handle personal customer data, such as card details, to be compliant with Payment Industry Data Security Standards (PCI DSS). Full compliance means adherence to over 350 different security requirements.
In a contact center, a critical aspect is where your systems and data come into contact with people. That's where you are probably most vulnerable. In any complex environment such as a contact center where hundreds of employees are working, watertight security procedures are absolutely essential.
Becoming compliant with PCI DSS compliant can seem like a huge challenge. But Eckoh can help. We offer a range of outstanding PCI DSS compliant solutions for contact centers, so you can achieve and maintain compliance, taking steps to ensure data never gets into the wrong hands.
PCI Compliance is within Easy Reach for Enterprises
PCI DSS compliance breaches can be devastating for organizations. Fines levied by the card issuers can be significant, alongside damage to brand reputations. However, Eckoh has made compliance cost-effective and easy to deploy. We offer the widest range of PCI compliant solutions for contact center environments.
PCI DSS: What Does It Mean for Me?
Increasingly, PCI DSS compliance is seen as essential, It brings benefits to all types of organizations.
PCI DSS compliance means customers can trust you with their sensitive payment details — because your systems are secure. Customers are more likely to return with repeat business and recommend you to other people.
Reputation for Security
PCI DSS compliance boosts your reputation with acquirers and payment companies — the partners you need. Merchants that provide peace of mind will earn a reputation of trust and security, which customers value greatly.
Compliance and Security
It's difficult for merchants to stay secure, as criminals become more sophisticated in their attacks. PCI DSS compliance is an ongoing process. It helps to prevent future security breaches and payment card data theft.
PCI DSS: Why is it so Important in My Contact Center?
Whenever agents are asked to process cardholder data over the phone, PCI DSS becomes relevant. All systems, locations, and processes are then within PCI DSS scope. This extends from the contact center environment (with Requirement 9 on physical access control and Requirement 10 on monitoring and logging) through to the recruitment process for agents, and the voice systems, data systems, and call recording systems.
PCI DSS compliance goes beyond securing call recordings. You need to map and secure the full journey of cardholder data across voice systems, data systems, and all human touch-points.
The scope of an audit is extensive. It can require either an external auditor or dedicated internal resource. Typically, they spend months analyzing and evaluating internal processes and the environment to determine compliance, with no guarantee of ongoing security.
Compliance Monitoring for PCI DSS
PCI DSS aims to protect customers' payment card data from being accessed and used illegally once a transaction has been made or processed. The PCI Security Standards Council sets robust and comprehensive standards for merchants. Compliance monitoring comes in the form of an annual audit that concentrates on three main areas ...
Data Collection and Storage Processes
Secure collection and tamper-proof storage of log data — so that it is available for analysis.
Reporting Data Protection Processes
The ability to prove compliance if an audit occurs and evidence that data protection controls are in place.
Monitoring and Alerting Use of Data
Systems should monitor access and use of data, and show log data is being collected and stored .
Which Merchant Level Are You?
Acquiring banks need to ensure that merchants and service providers have PCI DSS compliance. However, validation relates to the volume of transactions, potential risk, and any exposure introduced into the payment system.
Merchant levels are based on the volume of transactions:
- Level 1 - Processing over 6 million transactions annually
- Level 2 - Processing 1 to 6 million transactions annually
- Level 3 - Processing 20,000 to 1 million transactions annually
- Level 4 - Processing less than 20,000 transactions annually and other merchants processing up to 1 million transactions annually.
There's an annual audit by a Qualified Security Assessor (QSA) or Self Assessment Questionnaire. Organizations must also have a quarterly network scan by an Approved Scan Vendor and an attestation of Compliance Form.
12 Requirements of PCI DSS
The 12 requirements of PCI DSS are all relevant to contact centers and their systems, but the most significant requirements are:
- Requirement 3: Protect stored cardholder data
- Requirement 7: Restrict access to cardholder data by business need to know
- Requirement 12: Maintain a policy that addresses information security
The resources and finance required to implement system processes to become PCI compliant will depend on the size of your business. Organizations housing contact centers of 500+ agents often struggle to become compliant.
Discover more about our PCI DSS services.
Reduce Your Audit Scope, Thanks to Eckoh
PCI DSS compliance can be a painstaking task, taking months to complete. But you can become compliant quickly and cost-effectively by outsourcing your PCI requirement to us. As a PCI Certified Level 1 Payment Service Provider, Eckoh can take on the risk of your payment processing and reduce your audit scope.
Going it alone can be ultra demanding. An organization that needs to address SAQ D would need to meet over 233 detailed requirements. In sharp contrast, by outsourcing your payments requirement to Eckoh, you may only need to complete the PCI DSS Self Assessment Questionnaire (SAQ) A. This contains only 13 'yes' or 'no' questions. Simple!
Avoid the Pain of a Compliance Failure
Non-compliance can mean disaster. Compromised data can impact your consumers, merchants, and financial institutions. One incident can damage your reputation severely, far into the future. The market may also question your credibility and ability to conduct business effectively.
Data breaches can also lead to catastrophic loss of sales and can sour relationships across business communities. Fines from regulators can mount up, alongside extra costs for remediation, customer credit checks, and a range of legal costs.
It really pays to ensure you are PCI DSS compliant.