Specsavers Contact Centre Adopts Semafone Call Centre Security Technology for PCI DSS Compliance

The Specsavers Contact Centre, the leading UK retailer of optical services, has adopted the Semafone technology platform as part of its drive to be fully compliant with PCI Data Security Standards. The Semafone platform has been implemented in the new 120-seat Specsavers contact centre facility in Nottingham to improve security and the result has been a significant increase in customer satisfaction.

The PCI Standards protect consumers from card data theft by insisting that no sensitive card data is stored in an electronic format by the merchant processing the card transaction.

The Specsavers contact centre management team were among the first in the country to recognise that the call recordings they were taking for training and quality purposes presented a potential security risk. The team wanted a solution that removed the card details from both their call and screen recordings without affecting the quality of the customer experience or the completeness of their recordings. Semafone proved to be the only solution that addressed all of these challenges. Now, customers can input card data straight into the Specsavers payment system via their telephone keypad.

Jonathan George, head of contact centre services at Specsavers, says, “Since the introduction of the Semafone solution we have seen a massive uplift in customer satisfaction. The feedback we have had so far is that customers feel comfortable being able to use their telephone keypad to enter details whilst remaining in conversation with the contact centre specialist. This means that if they do have any questions the specialist is on hand to answer them. Customer feedback has suggested their expectations have been exceeded as not only have we been able to improve the protection of their data we have also improved the customer experience.

“We are delighted to have such a well-known retailer recognise the importance of protecting card details on their call recordings in their efforts to comply with the PCI data security standards. Specsavers are clearly very committed to protecting their customers from fraud,” says Tim Critchley, managing director of Semafone.

Semafone Technology: http://www.semafone.com/Semafone-Solution
DEMO: http://www.semafone.com/Demonstration

 

About Semafone:

Semafone was founded in 2009 by a number of call centre professionals who created the Semafone solution to tackle the compliance requirements experienced by UK outsourced contact centre providers.

Semafone Ltd is privately owned with its head office in West London and is a company registered in England & Wales with registration no. 06963868

It has strategic partnerships with two of the UK’s leading outsourcers: Careline Services and beCogent and provides services to several of their clients.