Secure payment solution provider PCI Pal has upgraded the system used by Chill Insurance to improve security and compliance around payment card transactions, no matter if contact centre agents are working onsite or remotely from home.

John Riordan, CIO for Chill Insurance, said: “We had been using a solution whereby our agents paused call and screen recordings during dialogue with customers at the point where the customers were providing their card payment details.

“We wanted to update our contact centre payment processes to reinforce our PCI DSS compliance and embrace remote working, without breaking the conversation between our contact centre staff and customers.”

In contrast to the previous method used, PCI Pal Agent Assist allows conversations between callers and contact centre agents to continue uninterrupted, so that if customers have any difficulty while inputting their card details, the advisor can talk them through the process and provide assistance where required.

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