By Aaron Lumnah, Digital Marketing Manager
For many organizations, the contact center is the beating heart of their customer service operation and one of the front lines for communicating with clients. Perhaps even more importantly, the contact center can act as a major hub for payment transactions. For this reason, it’s vital to employ a solution to process these payments efficiently while protecting sensitive customer data.
When considering how to secure telephone payment in your contact centers, there are a number of technologies available to companies. DTMF masking, clamping or suppression is one of them. Let’s take a look into what this technology entails and how it compares.
What is DTMF Masking?
According to Wikipedia, dual-tone multi-frequency (DTMF) is an in-band telecommunication signaling system using the voice-frequency band over telephone lines between telephone equipment and other communications devices and switching centers. In other words, as Margaret Rouse puts it, “DTMF is the signal to the phone company that you generate when you press an ordinary telephone’s touch keys.”
In DTMF masking, rather than someone verbally saying numerical information to a customer service representative (CSR), it is typed into a telephone keypad. Each touch of the keypad generates a corresponding signal which is sent down the call line. Prior to the signaling reaching the contact center environment, it is intercepted by a device which converts it to a data packet, and then passes it directly to its final destination. This provides a way for companies to process sensitive information without it being handled directly by the contact center, and alleviates the need for solutions like pause and resume, or stop/start recording.
How does it work for credit card payment processing?
DTMF suppression can be used to process credit card payments taken over the telephone. Instead of having a customer read their credit card number aloud to the contact center agent, customers can simply enter their credit card number by inputting it into their telephone keypad. During this process, the incoming data is intercepted and the agent is presented with masked digits on their desktop in real time.
Once the customer has input the numbers and the system has verified that the information is correct, it can then seamlessly pass the transaction data through to the payment service provider (PSP) for processing, by-passing the agent and their desktop as they do so.
Throughout a transaction no sensitive data is entering the contact center and is not stored or recorded anywhere.
The Payment Card Industry Data Security Standard (PCI DSS) is made up of twelve requirements. These cover securing networks, protecting data, access control measures, information security practices, and monitoring and testing. Its overarching aim is that cardholder data be protected by any organization that stores, transmits, or processes this information. Compliance is enforced by regular audits carried out by either a professional Qualified Security Assessor (QSA), Internal Security Assessor (ISA), or through a Self-Assessment Questionnaire (SAQ).
Non-compliance can result in fines, likely to be imposed by the card issuers via the acquiring banks, for any merchant who fails to meet the required standard.
Any organization that takes credit card payments is subject to the rules laid out in the PCI DSS, and they also apply to payments taken over the phone. For those companies taking payments inside a contact center, they must make sure that they:
- Demonstrate evidence of compliance to over 400 security controls which are applicable to any part of the contact center environment handling card data.
- Ensure that sensitive authentication data (CVC2/CVV2 security code) is not stored in any format anywhere, including call recordings.
- Vet new CSRs and conduct appropriate background checks; an expensive and time consuming process
- Make sure data cannot be removed from the call center by any means; usually by restricting the use of pens and paper and banning mobile phones from the contact center
Fortunately, DTMF masking technologies like Semafone’s can stop cardholder data being exposed to the contact center environment, greatly reducing the number of applicable PCI controls for the merchant.
Technologies for PCI Compliance
In the past, four methods have been used to help with PCI compliance in the contact center:
’Pause & Resume’ call recording solutions – Pausing the call recording at the moment a payment is being taken is often suggested as a means for contact centers to comply with PCI DSS. In reality ‘Pause & Resume’ solutions only help merchants with a small part of their PCI footprint, not storing credit card information on call recordings. The CSR, the desktop, plus the remainder of the contact center infrastructure is still in scope for PCI DSS.
Encryption of call recordings – Many organizations believe that encrypting their call recordings will manage the risks of storing sensitive card data. However, good encryption is easy, good key management is not. Managing these encryption keys provides additional headaches to the business and leaves data susceptible to being exposed through poor key management. In addition, Under PCI DSS the CVC2/CVV2 security code cannot be stored under any circumstances, even if it is encrypted.
White or clean room contact center environments – Both ‘Pause & Resume’ and encryption of the call recordings deal solely with PCI DSS requirement 3, protecting stored cardholder data. In order to meet PCI requirement 9, restrict physical access to cardholder data, some merchants attempt to implement a white or clean room environment. CSRs must go through security checkpoints before entering and leaving the contact center, and they are not allowed to have access to the internet or email, their mobile phones, personal items, or even a pen and paper. Because of the strictness of these environments, employee morale can be low, leading to high staff turnover rates.
Automated Payment IVR solutions – Using voice recognition or keypad entry, these systems allow payments to be taken outside of the standard contact center environment. This is achieved by having the IVR system on a segregated part of the companies’ network or using a third-party hosted solution. They require the call to be routed to an automatic system where customers are more likely to drop out at the sign of difficulty. Either the customer ends up giving their payment details to a CSR rather than a machine, or they hang up entirely and a sale is lost.
Benefits of Implementing DTMF Masking
Implementing a DTMF masking solution like Semafone provides the simplest route to PCI compliance in the contact center and also provides other benefits:
Better Customer Experience – Semafone’s DTMF masking solution never requires a call to be rerouted or transferred. CSRs remain in constant verbal communication with the customer while taking a payment, allowing easy assistance if any issues occur.
Reduction in Average Handling Time – The solution provides a single point of numerical entry, reducing opportunities for error during the collection of payment information. Because of this, information doesn’t need to be recaptured or corrected by the CSR, removing the need for a representative to read back or confirm the card details to the caller. In addition, while the customer enters their credit card information, the CSR is free to carry out wrap up activities during this time.
Better CSR Experience – Not having the CSR being exposed to sensitive payment data removes the need for restrictive PCI controls. The CSR can be given access to the tools they need to do their job effectively without having to go through excessive security procedures. Adopting Semafone also allows for the use of omnichannel support without the risk of card data being stolen by a rogue agent.
Lower risk of data being exploited – Because credit card data is no longer being stored, transmitted, or processed within the contact center infrastructure, hackers are not able to steal payment information. They can’t hack what you don’t hold!
Partial solutions have been adopted by a fairly large number of businesses. However, they fail to fully meet the customer service requirements demanded by the 21st century company. DTMF masking is the only solution that keeps credit card and sensitive payment data completely out of the contact center, while maintaining the highest level of customer experience.
Semafone secures customer data and protects companies’ reputations.