Secure Call
SecureCall
Secure information exchange over the phone
Despite efforts to secure the call center, there are employees who willfully steal or unwittingly mishandle sensitive customer information. As long as agents (and those observing recordings) can see or hear this information, your organization is vulnerable to breaches. SecureCall enables your agents and customers to establish a trusted exchange of sensitive information over the phone — virtually eliminating the possibility of fraud.
Using your existing software and phone system, SecureCall enables a customer to give an agent sensitive information using their phone keypad. The agent remains on the call, but only hears masked tones and sees asterisk appear on the screen. This enables your organization to collect credit card numbers, ID numbers, and other information without agents (or those observing recordings) to ever see, hear, or access sensitive customer data.
In addition to combating agent fraud, SecureCall is reducing fraudulent charge backs. As part of each credit-card transaction, SecureCall can capture a "verbal signature," send it to the customer, and make it available to your internal organization. As a result, fewer customers falsely claim they didn't authorize a charge and your organization is armed with proof of authorization.
View a SecureCall Demo and read about how The Sound of Trust © will enable your organization to establish a trusted exchange of information over the phone, redefining what it means to have a secure call center. Contact us today to find out just how easy it is to add SecureCall to your phone transactions
What experts are saying
General Managers
With ProtoCall we can now see consistent positive trends across our key performance indicators.
With ProtoCall I know that our compliance is rock solid. The amount of time and energy I now need to spend with the OCC has been radically reduced. The OCC and what they may find is much less stressful for me.
Line Managers
With ProtoCall we are more collaborative with other divisions that have ownership in overall customer service.
We can trial a new cross sale strategy on a subset of agents and measure the effectiveness before we roll it out to the entire customer service team.
Quality Assurance Managers
I love the combination of ProtoCall and ReCall because I can more quickly identify areas in which I need to give the agent feedback.
With ProtoCall I feel like a strategic partner in building and improving the process. Before, I felt like I was fishing, not knowing what I was going to hear and how I was going to give feedback to the agent.
Trainers
I like the fact that with ProtoCall we can do behavioral based training as opposed to only knowledge based training.
Our training has been cut in half with higher quality because we are focused on training the agents how to follow the simple ProtoCall process instead of the more complex details of the products and support policies.
SecureCall Benefits
- Customer Trust - truly protecting your customer's sensitive data
- Reduced liability for your company by eliminating call-center data breaches
- Limit the scope of PCI Compliance within your organization
- Fewer charge-backs on credit card transactions
- Increased accuracy in data exchange
- Protection from legislation restricting offshore agents from handling customer data
Call Center Security Problems
Here are a few articles that illustrate the problems facing call centers today.