Organisations are increasingly voice recording some or all of their calls between call agents and customers. However this can also include the recording of sensitive credit card details, which if unlawfully accessed, may be used to steal money from customers.
Inbound’s new ‘Suspend and Resume’ feature on call recording allows a call agent to temporarily pause the voice recording of their call via their telephone keypad so that a customer can give their credit card details over the phone without the numbers being recorded. The call agent can then re-start the recording once the details have been given, so that the majority of the call is still recorded for training and monitoring purposes, or dispute resolution.
Jon Richardson of Juice Telecoms explains the benefits, ‘customers are looking for a solution for PCI compliance but do not want to invest in any extra hardware or software. Turning on the suspend and resume feature on their Inbound account is both easy and instant, enabling them to record calls without including any sensitive credit card details.’
Karen Jones, Product Manager for Inbound at Gamma said “Adding PCI compliance to our Inbound service further extends the opportunity for our channel Partners in the call centre market. We already have a number of organisations utilising the service and the feedback has been excellent on how it is helping with customer handling and improving productivity in those businesses.”
PCI compliance is available now at no extra cost on Gamma’s Inbound service where call recording is enabled.