Contact centres must prioritise PCI compliance to ensure the secure handling of payment data.

PCI compliance refers to adhering to the Payment Card Industry Data Security Standard (PCI DSS) to protect sensitive credit card information during customer interactions. It involves secure payment processing, secure call recording, agent training, validation of compliance, tokenisation, strong access controls, regular security updates, and an incident response plan. Compliance is crucial to prevent data breaches, maintain customer trust, and avoid legal and financial repercussions.