Call Recording & PCI Compliance: What Small Businesses Need to Know

Call recording can be incredibly useful for small businesses, from improving staff training to resolving customer disputes. But it also comes with responsibilities.

If you record calls, you must:

• Notify callers that the call is being recorded

• Only capture the information you need

• Store recordings securely

• Provide copies when requested

• Have a clear privacy policy explaining:

- Why you record calls

         - How long you keep them

         - Who can access them

And most importantly, you must follow the rules you set out.

If You Take Card Payments Over the Phone

PCI/DSS compliance is mandatory for all businesses, no matter your size or how many transactions you process. Failing to comply can lead to:

• Financial penalties

• Reputational damage

• Legal action

• Losing the ability to take card payments altogether

PCI Requirements 3 and 4 are especially important. Card data must be encrypted:

- When it is stored

- When it is transmitted over public networks (including the phone network)

If card details are spoken aloud during recorded calls, the data is likely being sent unencrypted, and is usually not PCI compliant.

What a Compliant Solution Should Do

A fully compliant phone payment system will:

✔ Let customers enter card details using their phone keypad

✔ Encrypt the data instantly

✔ Send it directly to your payment provider

✔ Notify you immediately once the transaction is processed

Watch our 60 second videos that will explain to you what you need to know about call recordings & card payments over the phone.

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