Feeds

Survey: Call centre data standards 'routinely ignored'

Poor practice creates 'vast reservoir of sensitive data'

High performance access to file storage

More than 95% of call centres were found to store customers' credit card details in recordings of phone conversations in breach of industry rules, according to a survey conducted by a call recording technology company.

Veritape said that when it talked to 133 call centre managers, only 39% of them knew about industry rules against the storing of the information and just 3% of them wiped credit card numbers from recordings of phone calls. Veritape provides call recording services to the call centre industry.

"The routine practice of storing unedited audio recordings of calls is creating a vast reservoir of sensitive data on the servers of call centres across the UK, in direct breach of global industry standards drawn up by the Payment Card Industry Data Security Council," said a Veritape statement.

The industry guidelines are contained in the Payment Card Industry Data Security Standard (PCI DSS), which governs how companies should treat data, whether they be physical shops, websites or call centre sales operations.

Veritape pointed out that one clause of the Standard forbids the storing of the three digit verification number on the back of cards in transactions conducted remotely. "Sensitive authentication data must not be stored after authorization (even if encrypted)," says a footnote to the Standard highlighted by Veritape.

Veritape said that its survey of 133 call centre managers found that of the 97% who did not comply with this rule in relation to audio recordings, 61% did not know of the rule, 18% said it would be too difficult or expensive to comply, 11% were ignoring the issue and 6% were working to become compliant.

“What we have is a global industry standard that is routinely ignored by call centres throughout the UK,” said Cameron Ross, managing director of Veritape. “The storage of this actionable data creates a huge reservoir of sensitive information that is putting the financial resources of millions of people at risk."

Veritape said that its software records phone calls and can process data contained within calls, acting, it said, "as a powerful telephone search engine".

Copyright © 2009, OUT-LAW.com

OUT-LAW.COM is part of international law firm Pinsent Masons.

High performance access to file storage

More from The Register

next story
Obama allows NSA to exploit 0-days: report
If the spooks say they need it, they get it
Web data BLEEDOUT: Users to feel the pain as Heartbleed bug revealed
Vendors and ISPs have work to do updating firmware - if it's possible to fix this
OpenSSL Heartbleed: Bloody nose for open-source bleeding hearts
Bloke behind the cockup says not enough people are helping crucial crypto project
One year on: diplomatic fail as Chinese APT gangs get back to work
Mandiant says past 12 months shows Beijing won't call off its hackers
Call of Duty 'fragged using OpenSSL's Heartbleed exploit'
So it begins ... or maybe not, says one analyst
Heartbleed exploit, inoculation, both released
File under 'this is going to hurt you more than it hurts me'
Parent gabfest Mumsnet hit by SSL bug: My heart bleeds, grins hacker
Natter-board tells middle-class Britain to purée its passwords
Experian subsidiary faces MEGA-PROBE for 'selling consumer data to fraudster'
US attorneys general roll up sleeves, snap on gloves
prev story

Whitepapers

Mainstay ROI - Does application security pay?
In this whitepaper learn how you and your enterprise might benefit from better software security.
Five 3D headsets to be won!
We were so impressed by the Durovis Dive headset we’ve asked the company to give some away to Reg readers.
3 Big data security analytics techniques
Applying these Big Data security analytics techniques can help you make your business safer by detecting attacks early, before significant damage is done.
The benefits of software based PBX
Why you should break free from your proprietary PBX and how to leverage your existing server hardware.
Mobile application security study
Download this report to see the alarming realities regarding the sheer number of applications vulnerable to attack, as well as the most common and easily addressable vulnerability errors.