July 2024 Updates - C3 PCI Compliance Training

July 2024: Customer Connection Center PCI & PII Compliance Updates

START

Objectives

• PCI & PII Compliance Expectations Updates
• Acknowledgement

PCI & PII Compliance: Expectations

• All call recordings, both inbound and outbound, are to be paused when obtaining/processsing credit card information
• These steps will be further outlined in the next section

• All credit card information is to be processed through the website on a private browser

• No credit card information is to be stored or recorded systematically or manually
• Example provided in the next section

PCI & PII Compliance: Expectations

• When taking credit card information from a customer, the agent should NOT be repeating the card information back to the customer, unless absolutely necessary.
• Standard practice should be that team members ask the customer to repeat the card number back to ensure accuracy.

• If it is absolutely necessary for the agent to repeat the card number back to the customer (i.e. disability or language/speaking barrier), this should be clearly documented.

• In the rare instance that it is necessary to repeat the card number to the customer, the agent should document as follows: "To meet customer needs, I repeated the card number back to the customer during the verification process to ensure accuracy".

• As a reminder, any time we are taking credit card information from a customer, the Pause Recording feature in Genesys should always be used.

PCI & PII Compliance: Pause Recording

Click through the numbers to the right for more information on pausing your recording while in the Genesys Cloud app on your desktop.

PCI & PII Compliance: Pause Recording

Before taking any credit card information, be sure to select the "Secure Pause" icon here. The icon will turn red to indicate the recording is paused. When the credit card information is not available on screen anymore, click the icon again to resume the recording.

PCI & PII Compliance: Pause Recording

It is important to remember that when making outbound calls, you must call on behalf of a queue in order for the "Secure Pause" button to be functional. You will do this by selecting the 'Interactions' option in your Genesys window. You can call on behalf of any queue that you are a member of.

PCI & PII Compliance: Pause Recording

SERVICE TEAM MEMBERS ONLY:

Click through the numbers to the right for more information on pausing your recording while in the Genesys Interaction window in Salesforce.

PCI & PII Compliance: Pause Recording

Before taking any credit card information, be sure to select the "Secure Pause" icon here. The icon will turn red to indicate the recording is paused. When the credit card information is not available on screen anymore, click the icon again to resume the recording.

PCI & PII Compliance: Pause Recording

It is important to remember that when making outbound calls, you must call on behalf of a queue in order for the "Secure Pause" button to be functional. You will do this by selecting the 'Interactions' option in your Genesys window. You can call on behalf of any queue that you are a member of.

PCI & PII Compliance: Pause Recording

Click on each card below to learn more.

• Obtain the Case number and/or Interaction ID associated with the call/chat

• Contact your supervisor with the information and explain that credit card information was recorded during your interaction with the customer

• Your Supervisor will escalate to the QA Team and have the recording deleted from our system to prevent the information from being stored

2. Next Steps

What action do we take to correct it?

• If a customer provides credit card information before you are able to pause your recording

• If you forget to pause your recording, before the customer provides credit card information

• If the customer's credit card information is recorded during a chat

1. Systematic/ Manual Recording

How can this information be recorded/ stored by our system?

Training Acknowledgement

Thank you!

You may now exit this module.