While facilitating payment, keep card data as far away from agents, registration, and call center infrastructure as possible.
Telephone card payment is a type of transaction where the card is not physically presented and requires special security controls. A fundamental design goal should be to prevent card data from unnecessarily entering the agent's screen, voice recording, notes field, or chat channel.
Payment infrastructure should be established in accordance with the financial regulations and card industry security standards of the country where it will be used.
Secure payment models
Sending the customer a one-time secure payment link.
Secure IVR where the customer enters data using keypad input while the representative remains on the line.
Referral to a PCI-compliant third-party payment service.
Using a tokenized registered payment instrument with customer verification.
Authorized virtual terminal; with only the necessary controls and scope.
Call log checks
Stopping or masking the recording during payment data entry.
Suppress keystrokes and screen images.
Excluding sensitive verification data from grades and transcripts.
Monitoring recording pause and restart events.
Preventing unauthorized access
Transaction security
Representative and customer identity verification.
Amount and order matching
Successful, rejected, and pending transaction statuses.
Transaction key that prevents repeat charges.
Separate authorization for returns and cancellations.
Reconciliation and payment provider records
Customer communication
The agent should not ask the customer to send their card information via email, message, or free text field. The customer should be clearly informed of the secure payment method they can use.
Ensure ease of collection by avoiding the unnecessary collection of sensitive payment data and directing payments to secure services.