There is no question that card payments over the phone to the call centre remain a weak link
A new white paper issued today by Syntec Telecom and compiled by Davies Hickman Partners, shows a marked increase in demands from consumers for call centres to do more to prevent credit and debit card fraud.
Only 1% of people felt that the most secure way of making a payment was through telephone payments to call centre agents, with 53% believing chip and pin to be the most secure.
As a result 72% of consumers, an increase of 4% from 2012, say that call centres should do more to prevent card fraud.
59% of people said that the risk of fraud when giving credit card details over the phone has made them reluctant to make telephone payments and 43% of people say they would buy over the phone more from organisations that can demonstrate secure payment systems. Furthermore, 68% of people felt that organisations should not be allowed to keep their credit or debit card details on their databases.
Simon Beeching, Director at Syntec Telecom, says; “There is no question that card payments over the phone to the call centre remain a weak link. Our research clearly shows that an increasing majority of consumers have serious concerns over card payments by phone. Consumers are now saying they will positively favour brands and call centres that can provide tangible reassurance over their card payment security.”
CIFAS, the UK’s fraud prevention service, reported a 19% increase in credit and store card fraud in the first half of 2013 compared with the last 6 months of 2012.
Communication Manager for CIFAS, Richard Hurley, commented; “Fraud, unfortunately, is a crime that shows no sign of disappearing. Organisations and individuals must therefore find a way of staying one step ahead of the fraudsters.”
Syntec Telecom is one of the UK’s leading telecommunications specialists offering cloud contact centre management solutions. CardEasy is Syntec’s PCI DSS level 1 compliant hosted ‘keypad payment by phone’ service aimed specifically at preventing credit card fraud in call centres.
The whitepaper with recommendations and tips for call centres for card payment delivery can be downloaded free of charge Payment Security whitepaper
Syntec Telecom are exhibiting and demonstrating the CardEasy system at Call Centre Expo, Olympia, on October 2nd & 3rd on stand D40.
Notes to editors:
*PCI DSS = Payment Card Industry Data Security Standards (regulations)
• CardEasy ensures that call centre agents cannot hear or see customer’s credit card numbers and that they are not captured in call recordings, as the card numbers are transmitted by the DTMF touchtones of the customer’s phone keypad, either live mid-call with the agent or in customer self-service ‘autopay’ mode (e.g. for paying bills and balances). This removes the availability of the card data for fraud or data breaches and thus ‘de-scopes’ the merchant’s call centre environment from PCI DSS* and PCI audits. CardEasy is already integrated with the majority of major Payment Service Providers (PSPs) and is being marketed through them as an integrated service as well as directly by Syntec Telecom. For more information please visit www.syntec.co.uk
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