New research has been released by Semafone revealing the dire state of contact centre security.
The survey found that 72% of agents who collected payment data or other PII over the phone still require customers to read their information aloud – exposing sensitive data to the agent and call recordings. Tom Harwood, Co-Founder and Chief Product Officer at Aeriandi commented below.
Tom Harwood, Co-Founder and Chief Product Officer at Aeriandi:
“Typically, contact centres use dual tone, multi frequency (DTMF) technology to enable callers to make secure payments over the phone. Our experience shows that between one and five per cent of people cannot use – or don’t wish to use – manual DTMF technology to make phone payments. This could include sufferers of rheumatic and musculoskeletal diseases (RMDs) such as arthritis, for whom joint pain, particularly in the hands, is a serious problem. For this group tasks like using a manual phone keypad can be extremely painful, if not impossible.
It is important for contact centres to offer a payment option to callers who cannot use the telephone keypad without compromising security or PCI compliance. Companies should not be disadvantaging disabled customers or customers that do not wish to use DTMF, but this has to be balanced with protecting their data and maintaining a secure card data process
Automatic speech recognition (ASR) extends this secure payment capability to callers who are unable to use a manual keypad. ASR uses voice-to-text technology to capture, convert and verify the information before processing the payment. Cardholder data is then relayed to the Payment Service Provider (PSP) via secure private cloud, without the information entering the contact centre. The ensures a good customer experience, streamlines the payment process and achieves PCI DSS compliance for every caller.”