I met Roger Woolley, vice president of Autonomy etalk at Call Center Europe, and he suggested that encryption is not enough when it comes to the trust of your credit card customers. He suggests that several layers of security should be implemented to ensure the integrity of the practice.

Encryption should be for both call and desktop activity at the time of recoding. This level of security is critical, particularly because it protects data even if network security is compromised. Even if later someone gets hold of the encrypted file, they would not be able to play it.

Access Control. Staff members need various access to call and screen displays, and those should be determined by setting user roles and permissions to your call center recoding software.

Voice & screen masking is important because it masks sensitive information during playback  and enables sharing of call recordings with training staff for evaluation and coaching.

Restricting physical access to call center recordings - Catch Friday uses an armed guard for example.

Tracking system activity for monitoring all activity.

An excellent magazine for UK Call Centres is provided by Call Centre Europe - would you like to receive free copies? Go to www.call-centre-europe.com/

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