As millions of pounds are lost to Coronavirus scams, the Payment Card Industry Data Security Standard (PCI DSS) is enjoying a well-earned revival. Rob Crutchington shows how to drive compliance and build customer confidence using Agent Assisted Payments.
According to UK Finance, card payments accounted for half (51%) of all payments in the UK in 2019 while consumer use of credit cards rose by 7% to 3.3 billion payments over the same period(i). Fortunately, these trends in payment habits have proved invaluable during lockdown when record numbers of consumers rely on debit or credit cards to pay for essential shopping. Unfortunately, the COVID-19 health crisis has also highlighted the darker side of human nature with credit card fraud surging 35%(ii) and reports that £4.6 million has already been lost to coronavirus-related scams since lockdown started. (iii)
If these alarming statistics are anything to go by, widespread consumer fears about the vulnerability of sensitive card data are fell-founded. Contact centres should take charge now, reassuring customers that it’s safe to make card payments by getting back to basics and embracing the functionality of secure Agent Assisted Payment solutions.
Back to basics with PCI DSS
Even though the first version of PCI DSS was introduced a long time ago (December 2004) the international standards framework still matters for three simple reasons:
Worldwide weapon against a global threat
Strict rules, punitive actions
Trust across the entire payment ecosystem
Introduce clever technology behind the scenes
Once re-acquainted with the importance of PCI DSS, why not introduce technology that enables PCI DSS compliance? The latest Agent Assisted Payments allow contact centre agents to process card payments without being exposed to sensitive card data. After the customer has used their telephone’s touch-tone keypad to tap in their card details, all an agent sees on their screen is whether the payment has been approved or declined.
Look for a partner who is Level 1 PCI DSS accredited, which means you and your customers can rely on their technology with absolute confidence. They should offer Agent Assisted Payment solutions that are carrier, phone and CRM system agnostic so they integrate seamlessly with your existing contact centre infrastructure to enable real-time reconciliation of payments, maintain ‘business as usual’ contact centre operations, even when working remotely and deliver a joined up and exceptional customer experience (CX).
Three ways to use Agent Assisted Payments:
1. De-scope your contact centre
2. Offer Tokenisation
3. Educate customers about the value of PCI DSS
Now is the time to renew your acquaintance with PCI DSS and use Agent Assisted Payments to drive all-round compliance. Learn how to bridge the gap between providing personalised CX and enhanced security, while significantly reducing the time, cost and resource required to comply with stringent PCI DSS rules.
(i). https://www.ukfinance.org.uk/press/press-releases/cards-used-half-payments-first-time-last-year
(ii). https://markets.businessinsider.com/news/stocks/credit-card-account-fraud-skyrockets-coronavirus-pandemic-recession-economy-layoffs-2020-5-1029246107
(iii). https://www.moneysavingexpert.com/team-blog/2020/04/coronavirus-scams-protect-yourself
