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PCI DSS Compliance in Contact Centers CX17 Indy – May 2017 Tony Smith & David Swift Indianapolis, Indiana
PCI DSS Compliance in
Contact Centers
CX17 Indy – May 2017
Tony Smith & David Swift
Indianapolis, Indiana
Why customer experience is important
What customers demand
What PCI DSS means for your customer service operation
What you are required to do
Impact on the agent
Impact on customer experience
How technology can help you solve these challenges
Case study – A solution fit for the Queen of England
Q & A
We’ll be covering
CX17 Indy – May
2017
Stay tuned to find out how the Queen
became PCI Compliant!
The evolution of customer experience
Source: 2017 Dimension Data Global Customer Experience Benchmarking Report
CX17 Indy – May
2017
Broader and centralised
channel access options
Birth of contact center
2000s
Consistent cross-channel support
for customers, via integrated digital
channels
Omnichannel a top priority
2016 – 2018
AI enabled automation via
behavioural and profile
personalization’s
Robotics reimagining world of CX
2018 – 2020
1990s
Traditional call centers
telephone replaced
face-to-face
2010s
Multichannel the norm
telephone and digital improve
customers’ channel options and
ease of contact
2017
CX – proactive & customised
New trend towards pushed CX,
tailored and enabled by analytics
and technology
Telephone-primed CX Digital-primed CX
CUSTOMER
EXPERIENCE
Conflicting needs
CX17 Indy – May
2017
BUSINESS NEEDS
Customer loyalty
Employee engagement
IT standardization / common applications
Effective cost control
Risk management
Compliance
Businesses need?
CX17 Indy – May
2017
Popularity of channel type by age group
Mobile apps top
choice for those
under 34
Telephone preferred
for those aged over 35
Source: Dimension Data Global Contact Center Benchmarking Report 2016
CX17 Indy – May
2017
Social media
Mobile
application
Telephone
Web chat
Other
2nd 30.3
1st 39.5
4th 9.2
3rd 16.0
5th 5.0
6th 0.0
4th 9.2
1st 43.8
3rd 17.7
2nd 20.8
5th 8.5
6th 0.0
5th 1.5
3rd 12.1
2nd 30.3
1st 53.8
4th 2.3
6th 0.0
4th 0.7
4th 0.7
2nd 6.6
1st 89.9
4th 0.7
3rd 1.5
5th 0.0
3rd 0.8
3rd 0.8
1st 89.4
5th 0.0
2nd 9.1
% of NUnder 25
years
Between 25
and 34 years
Between 35
and 54 years
Between 55
and 70 yearsOver 70
years
Percentage of centers that do track channel popularity by age profile
CX17 Indy – May
2017
Time to reach 50 Million users
Telephone
Radio
TV
WWW
iPhone
Draw something
75 years
38 years
13 years
4 years
3.5 years
3 years
50 days
Compliance, the Contact Center
and Customer Experience
The phone payment security
landscape is changing due to the
PCI DSSPAYMENT CARD INDUSTRY DATA SECURITY STANDARD
CX17 Indy – May
2017
PCI Security Standards
Merchants &
Service providers
Secure
environments
PCI DSSPCI security
& compliancePCI PA-DSS
Software
Developers
Payment
applications
P2PE
PCI PTS
Manufacturers
Pin Entry Devices
*PNC Payment Solutions News - 2014
CX17 Indy – May
2017
Card use continues to grow
Card Payments by Region, 2012 – 2018
PEOPLE LIKE TO TALK…
Payment provider virtual terminals for ecom
PIN entry devices – PEDs – for cardholder present
P2P encryption
Tokenization
How do we protect Cardholder Data?
Have we given enough
consideration to moto / phone
payments?
CX17 Indy – May
2017
There are data security
risks taking payments by
phone and in contact
centers…
A reminder of the
impact of data loss
today
There are significant
implications for
businesses
Buy more
Recommend to friends, family and
colleagues
Share positive views on social media
Defend your brand
Pay more
Buy shares
Stop buying
Openly criticize you
Post negative views on social media
Complain about cost
Sell shares
Customers who
trust you will…
Customers who
lose trust in you
will…
Introduction of stricter security
procedures
Disciplinary action against employees
Increase in workloads to fix issues and
ensure it doesn’t happen again
Loss of employee motivation
Staff losses (to join other
companies/competitors)
Potential resignation of a decision
maker
Loss of customer confidence
Damage to reputation
Direct financial loss
Financial penalty from sector body
or government
Loss of shareholder value/share price
What is the true cost of a breach?
Internal costs External costs
–13% revenueThere is also likely to be a significant
revenue loss if organizations suffer
an information security breach.
78% feel their organization’s revenue
would decrease if they had an
information security breach. The
average anticipated drop is 13%.
Source: NTT Com Security – 2016 Risk: Value Report
Counting the costs…
It costs an organization around
$907,053to recover if they lose information
during a security breach
CX17 Indy – May
2017
How can businesses provide excellent
customer experience and be secure?
CX17 Indy – May
2017
Broken recordings
Complaint handling
Agent training
Other regulation
Expensive
Technically difficult
Affects all calls
Diminished morale
Impractical
Difficult to maintain
Customer care reduced
Pause / ResumeCall Recording
Pause / ResumeScreen Recording
EncryptedVoIP
Telephony
Clean RoomEnvironment
Technically difficult
Inaccurate
Agent training
Options for Phone Payment Security
…are there alternative phone payment options
available to merchants striving for security and
compliance?
Using technology to
achieve compliance
Yes…
DE-SCOPE
CX17 Indy – May
2017
“…taking the card payment
without handling the card
data…”De-scoping for ECOM payments
What is De-scoping?
CX17 Indy – May
2017
De-scoping phone payments for PCI
Windsor Castle
CX17 Indy – May
2017
Clarence House
Buckingham palace
Holyrood House
History and Reputation
Windsor Palace, Holyrood House, Buckingham Palace, Clarence House
e-commerce shop and ticket sales
Operating a contact center and taking bookings
Never had a card data breach
Want to retain the most convenient channels
An Expectation of Excellence
Contact centerCardholder is not present – difficult to secure
Website – e-comCardholder is present
Gift shopCardholder is present
No need to break the conversation
Keypad entry of card details
Nurturing and reassuring for best possible customer experience
Secure, Agent-assisted Payments
Merchant need only complete SAQ A
Consumer and merchant data is secured
Consumer confidence is enhanced
Results delivered
CX17 Indy – May
2017
Making Compliance part
of your CX strategy
Compliance is an enabler to doing
more business
Use technology to reduce risk and
de-scope your payment environment
Get your agents to promote how
serious you are about protecting
your customers’ data
is a specialist provider of secure payment solutions. A fintech business focused on the contact center market.
We’re listed on the London Stock Exchange AIM market and has been trading for more than 10 years.
Focused on the contact center space the group has evolved to be a leading pureplay security business, servicing many recognizable brands across the globe.
Questions?
Customer experience and it’s importance
What customers demand and how they reward you
What PCI DSS means for your customer service operation
-What you are required to do
-Impact on the agent
-Impact on customer experience
Technology’s part in solving these challenges
Case study – A solution fit for the Queen of England
Summary
