Contact and call centres often represent the heart of an organization’s customer interaction and payment handling. Where cardholder data is typically processed in these environments, it can add significant levels of complexity and effort for the organization to achieve PCI DSS compliance.
This original complexity combined with the current working-from-home/hybrid working scenario, means that situation is even further complicated, and the question has to be asked, will call centres ever look the same again?
This paper explores PCI DSS compliance from the perspective of Contact Centres and discusses the typical challenges, thought processes and solutions a business needs to consider when PCI DSS enters the conversation.
