Feeds

Survey: Call centre data standards 'routinely ignored'

Poor practice creates 'vast reservoir of sensitive data'

The Essential Guide to IT Transformation

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.

HP ProLiant Gen8: Integrated lifecycle automation

More from The Register

next story
Brit celebs' homes VANISH from Google's Street View
Tony Blair's digs now a Tone-y Blur
Computing student jailed after failing to hand over crypto keys
Sledgehammer once again used to crack a nut
Doctor Who season eight scripts leak online
BBC asks fans to EXTERMINATE copies before they materialise
Snowden leaks latest: NSA, FBI g-men spied on Muslim-American chiefs
US Navy veteran? Lawmaker? Academic? You're all POTENTIAL TERRORISTS
UK's emergency data slurp: IT giants panicked over 'legal uncertainty'
PM says rushed-through DRIP law will 'plug holes' in existing legislation
That 'wiped' Android phone you bought is stuffed with NAKED SELFIES – possibly
Infosec bods sound alarm after copping eyefuls of nudie pics
Russian MP fears US Secret Service cuffed his son for Snowden swap
Seleznev Jnr is 'prolific trafficker in stolen credit card data', it is alleged
'I don't want to go on the cart' ... OpenSSL revived with survival roadmap
Heartbleed-battered crypto library reveals long path back to health
prev story

Whitepapers

Seven Steps to Software Security
Seven practical steps you can begin to take today to secure your applications and prevent the damages a successful cyber-attack can cause.
Consolidation: The Foundation for IT Business Transformation
In this whitepaper learn how effective consolidation of IT and business resources can enable multiple, meaningful business benefits.
The Power of One eBook: Top reasons to choose HP BladeSystem
Only the Power of One delivers leading infrastructure convergence, availability and scalability with federation, and agility through data center automation.
Securing Web Applications Made Simple and Scalable
Learn how automated security testing can provide a simple and scalable way to protect your web applications.
The Essential Guide to IT Transformation
ServiceNow discusses three IT transformations that can help CIO's automate IT services to transform IT and the enterprise.