Why not just pause the call recording device whilst taking the payment?
Given that sensitive card data must not be stored post-transaction, many call centres have investigated the possibility of pausing the call recording for the period of the call when the caller is asked to read out their card information. There are a number of flaws in this approach in that it destroys audit integrity and fails to shield the data from the agent. Audit integrity is important not only for providing evidence admissible in a court of law but, more importantly, partial call recordings are not acceptable for regulatory compliance (e.g. from SEC, FED, FSA). Call recordings also become less useful for training and coaching. Plus, failure to shield credit and debit card credentials from the agent results in another series of required controls within the physical call centre environment (see FAQ How does Semafone negate the requirement for a ‘clean room’ call centre environment? ). Providing the pause and restart function to the agent is generally considered to be unacceptable as
