Syntec Blog

How to make IVR payments (and your call center) PCI DSS compliant

Let me start with an important distinction here first. If you want to take payment over the phone via an automated IVR system without call center agents involved, then it’s correct to talk about this as ‘an IVR payment system’.  But if it’s compliant card payments between customers and call center agents that you are […]

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Confidence tricks – how PCI DSS compliance helps you win your customers’ trust

Loss of confidence in online transactions and data held on individuals is amongst the greatest potential risks facing any on line retailer, financial institution or public facing body. Headlines abound on data losses from banks, social websites and health providers. Each breach represents a significant blow to the reputation of the business suffering it and […]

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Outsourcers and homeworkers need to be PCI DSS compliant too

Organizations taking payment over the phone, both private and public sector, are now rapidly embracing the regulatory requirement to ensure that card payments over the phone are secure. In the early days of tackling compliance, ‘clean rooming’ agents was a method used to ensure card numbers couldn’t be inadvertently stored or misused, by ensuring that […]

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Telephone number changes – 0845 ain’t dead yet!

You’re probably aware that the regulator Ofcom imposed a change to the revenue regime on all UK numbers beginning 08, 09 and 118, which took effect on the 1st of July 2015.  This suggests another review of inbound telephony numbering may be worthwhile, after CCICACR (the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations) which […]

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If you don’t need the card data, don’t touch it!

Call centers, when it comes to PCI DSS compliance give the problem to someone else I have been a PCI DSS QSA for seven years now, and involved in the information security industry for 15. In that time I have assessed and advised all manner of customers, large and small, across various sectors and in various aspects […]

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Connected customers: are you meeting their needs?

Most people expect to be able to interact with family, friends and neighbours instantly using the channel and device of their choice. According to Ofcom, 82% of households have fixed broadband, and 89% have mobile broadband. These levels of connectivity bring expectations and increased demands when we interact as customers with organizations. But are organizations […]

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10 simple ways to reduce average call handling time in your contact center

Average call handling time is one of the most common metrics that call center managers use to measure the performance of their teams. It’s an easy metric to measure and provides a clear indication of how efficiently the call center is operating. Reducing average call handling time can lead to significant gains in productivity but […]

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How to make your call recordings PCI DSS compliant

It’s common practice nowadays for organizations to record telephone calls between staff and customers. This might be for quality control, for staff monitoring and training, or as part of customer service and complaints review. Indeed, in many industries (particularly financial services) the recording of calls is a regulatory requirement. Call recording throws up a number […]

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Important changes to 08, 09 and 118 numbers from 1 July 2015

Ofcom, the communications regulator, is making changes to the way consumers are charged for calling service numbers; that’s those numbers  beginning 08, 09 and 118. Their research has shown that people are confused about how much it costs to call these service numbers, and as a result avoid using them. Ofcom believes that the changes […]

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