Businesses take a risk every time they ask a customer to read card details out over the phone. Can the information be overheard? Can the data be compromised?
Despite the threat that card-not-present fraud is expected to rise to £68 million by 2021, 66% of businesses still take payments over the phone using outdated “Pause and Resume” methods, in which call recordings are stopped while card data is read out. (ContactBabel UK Contact Centre Decision Maker’s Guide, 2017.)
This practice is high-risk for both the business and the customer and is likely to be deemed non-compliant when the industry watchdog, the Payment Card Industry Data Security Standards Council (PCI DSS), issues its next update. By far the most effective strategy for ensuring against card fraud is to ensure a business is never exposed to card data in the first place.
