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Voice – the Weak Link in Payment Security
According to Salesforce, call centres matter more than ever. By offering personal interaction they provide a better overall experience for customers and as a result have become central to a brand’s strategic advantage over its competitors.
When it comes to payments, however, the benefits of call centres are less obvious. Concerns persist not only about the cost of PCI compliance but also about the security of payments made via the voice channel and the perceptions of customers. Organisations that fail to protect customer data are taking a serious risk:
- 86% of people are unlikely to do business with a business that has suffered a security breach involving customers’ card data, according to a study conducted on behalf of Semafone;
- 32% of data leaks are caused by internal staff, according to research from Kaspersky Lab.
Semafone has addressed the problem head on. Simultaneously de-scoping the call centre and improving security, our innovative approach benefits customers and call centres alike.