Contact centres are failing to securely store voice recordings
that contain personal information including credit card
numbers.
A survey carried out by call recording specialist Veritape found
that 39% of contact centre managers were aware of the security
rules surrounding the storage of voice messages. But only 3% are
complaint with these rules.
The company interviewed 133 contact centre managers.
The Payment Card Industry Data Security Standard rules that
certain credit card data must not be stored. But call centres are
failing to remove information given in voice recordings.
"What we have is a global industry standard that is routinely
ignored by call centres throughout the UK," said Cameron Ross,
managing director of Veritape. "The storage of this actionable data
creates a huge reservoir of sensitive information that is putting
the financial resources of millions of people at risk. Despite
clean desk policies and the use of encryption, successful hacking
incidents are rising steadily."