Rob CrutchingtonRob CrutchingtonJuly 31, 2019


Contact centres are challenging places.

There is certainly plenty to think about with the rising cost of salaries, managing schedules to meet customer demand, looking after staff wellbeing, PCI DDSS compliance, and now the added requirements of GDPR (General Data Protection Regulation).

Initial concerns about how the new GDPR regulations would affect contact centres, in terms of increasing costs and complexity of managing enquires, have to some extent dissipated. For those contact centres taking payments and already PCI DSS compliant, it was a relatively straightforward process to embrace GDPR regulations. They had typically invested in secure technologies, encryption, and working with third party compliant companies in terms of PCI DSS. On the whole they were able to extend their technology and processes to protect personal data and meet GDPR requirements.

However, other organisations are still evaluating how new ways of streamlining processes can help meet GDPR data governance and management regulation, but are uncertain how to choose the best solution. We have identified three ways that contact centres can apply technology to help them remain compliant:

1. Mobile automated identification & verification (ID &V)

Often a significant amount of time can be spent on identifying and verifying the caller. Having a person perform this task is expensive and means that customer data is at risk. A customer engagement platform is an alternative way to offer a cost-effective, secure solution to automate the screening and identification process.

It can take the customer through set identification questions using Artificial Intelligence (AI) to simulate agent conversations, or it can use SMS text messages to authenticate the device being used. On initial registration and once the two-factor authentication process has been successful, the platform will accept and authorise payment requests that are automatically debited from the card holder’s account.

The advantage of this approach is that all information is encrypted and the agent is not exposed to any personal data, thereby complying with GDPR and PCI DSS. The data is processed and stored securely elsewhere. In addition, having signed up to the service, the customer has agreed to a data handling agreement that sets out how their information can be shared with a third party, ensuring confidentiality.

2. Customer self-service screening using IVR

Accepting credit and debit cards via IVR has long proved to be an effective and secure way of taking payments. It allows customers to pay quickly, via their own unique identifiers – a PIN, date of birth, even voice recognition. Again, reducing or removing agent contact time is a more secure way for contact centres and their customers to comply with PCI DSS. Since everything is fully automated and confidential, the client information is stored centrally and securely within the system hosting the data, taking it out of scope for both PCI DSS and GDPR.

Capturing customer data via IVR also enables calls to be routed to the right agent with the correct skills, in the event of a request to speak to an advisor. The agent then has all of the relevant information available to manage the call successfully, but with key identification data screened, thereby ensuring GDPR compliance.

3. Cloud-based third party payment solutions

The third option to consider, and one that has gained significant traction over recent years, is to choose a cloud-based payment service provider. A trusted third party that complies with PCI DSS demonstrates proven adherence to a recognised security standard, which can also help contact centres to meet the GDPR legislation. Companies can apply a process of ‘de-scoping’ to reduce the number of requirements (tick-boxes) for GDPR, in the same way that they might do for PCI DSS compliance.

Of course, like PCI DSS compliance, the responsibility for GDPR cannot be entirely removed from the contact centre, however the effort required can be dramatically reduced by working in partnership with a payment solution provider.

Aligning GDPR and PCI DSS: the route to successful compliance

There is no doubt that GDPR has improved standards around privacy and data protection, but at what cost? Contact centres that have worked hard to blend people and technology to enhance data and payment processes in the last year, have typically done everything they can to comply with both GDPR and PCI DSS.

For the rest, the good news is that it’s not too late to review what’s in place and make the switch, to new technology and/or a third party solution provider, to enable a secure, multi-channel seamless route for customer payments. The choice is there for the taking.

Inform. Inspire. Include.
A free way to improve your business.

Customer Experience Magazine is the online magazine packed full of industry news, blogs, features, reports, case studies, video bites and international stories all focusing on customer experience.



UK Trademark UK00002648900

EUIPO Trademark 018131832

Contact Information

For article submissions:
Paul Ainsworth

For general inquiries, advertising and partnership information:
Tel: 0207 1932 428

For Masterclass enquiries:
Tel: +44 20 86385584

Customer Experience Magazine Limited
Company number: 12450532
International House, 24 Holborn Viaduct,
United Kingdom, London, England, EC1A 2BN


Find a job in customer support with Jobsora


cbd oil: cbd clinic cream cbd oil landin page cbd oil dose for anxiety trump cbd cbd ms cbd for neuropathy of the feet dropship cbd edibles cbd oil for arousal cbd payment gateway can i be fired for using cbd oil thorne cbd oil french restaurants in melbourne cbd is cbd the same as weed rea spanish dictionary cbd image what is it when cbd and sleep apnea why did terra nova get canceled cbd oil from hemp benefits concentrate en ingles cbd oil for bursitis cbd oil and acetaminophen oral cbd oil for pain how does cbd relieve pain cbd vape calculator cbd business online banking how long does a cbd vape pen last how to ingest cbd tincture personal trainer melbourne cbd normal cbd diameter miracle nutritional products cbd gummies cbd training adelaide cbd oil stomach ache when toonyake cbd oil 600mg treat stand can i sell cbd oil on amazon honest guys meditation for anxiety cbd oil advantage sierra pet meds reviews luna cbd cbd oil recreational use cbd lubricant cbd oil chico ca mct and cbd oil cbd oil makes teeth sensitive multi flor where to buy charlottes web cbd oil near 11427 cbd oil salves show in drug test cbd oil revolution who is and was and is to come

male enhancement: libido booster for men herb viagra what is sexual desire extenze black generic viagra from india enzyne male enhancement like viagra do i have a big dick canadian meds viagra testosterone booster for weight loss extra large penis buy safe online penis enhancements can you buy viagra at cvs how big is a big cock builder boost penis enhancement creams men com login how to draw a realistic penis penis enlargement excersise penis size scale male organ pictures testosterone food vegetarian homeopathy for erectile dysfunction zhengongfu pill pills for sexually arousing men red white and blue pills average penis size when erect when does a guy stop growing 12 inch penis pump viagra and high blood pressure nhs shea butter for penis blue pill 5 where can i buy testosterone my erection bodybuilding test boosters how to close spotify account what does boosting testosterone do penis trauma herbal cure for ed spots on penis head pro plus pills advanced formula extra male chromosome best ginseng supplements testofx review how to train your penis one more knight pill 1750 male enhancement xyzal male drive max reviews breast max plus

weight loss: most effective weight loss pills peppermint tea weight loss resveratrol weight loss treadmill workout for weight loss dramatic weight loss best weight loss program for men peanuts for weight loss 3 smoothies a day weight loss weight loss banding hypothyroid weight loss diet weight loss diets menus 1 month weight loss challenge selena gomez weight loss diet doctor oz weight loss pill measures for weight loss newest weight loss medication motivational quotes weight loss best prescription diet pills that work dr oz weight loss programme lose weight pills prescription weight loss center nyc muay thai weight loss good weight loss tips walking an hour a day weight loss mamrie hart weight loss ksenia solo weight loss veggie smoothies for weight loss slim plus diet pills go figure weight loss achieve medical weight loss cost kyle chandler weight loss starting a weight loss journey best low carb diet for weight loss are probiotics good for weight loss abilify withdrawal weight loss best losing weight pill vanderbilt weight loss surgery simple healthy weight loss diet plan weight loss with age weight loss pills for morbidly obese fibre pills for weight loss topamax vs zonegran weight loss garcinia cambogia diet pills walgreens post workout drink for weight loss what is the best diet pills for women weight train for fat loss quick weight loss center louisiana true vision diet pills best sleep aid pills whitney thore weight loss 2017

vape: vape shop anderson sc imren 18650 3000mah review fuhattan vape old town vape freedom pen vape vape shops in oceanside vape solution fancy vape mods vapor diffusion e cigarette safe or unsafe vapor polishing smok novo pod system marshmallow vape juice vape guns e joy electronic cigarette vape shop greenville nc what is thc in vaping nano vape mod signs of vaping how to get more smoke from vape vaping mods for sale vapor rub ingredients smok vaporizer smok tfv8 baby replacement glass how big is a juul unregulated mechanical mod joyetech website uwell fname nova kit vape rx 2000 vape smok prince v12 shop pod best rated e liquid aqua vape juice ingredients horizon falcon m2 coil jam monster vape juice vape battery skins where does element vape ship from hohm batteries drops of ecig liquid coming out when smoking uwell crown 30 watt can you use cbd oil in a vape uwell crown three colors vaoe juice how to connect voopoo drag to pc vapor box for sale voopoo drag 2 mini ohm settings uwell crown 2 nickel coil voopoo mojo temperatufe settings ss which one organic vape juice no nicotine