Call Center Hosting Security & Compliance

Question 1

Which compliance standard governs the security of cardholder data processed by call centers that handle credit card payments?

Accepted Answer

PCI DSS

Answer

HIPAA

Answer

SOX

Answer

GDPR

Question 2

What does HIPAA require of call centers that handle US patient health information?

Accepted Answer

Safeguarding protected health information (PHI) through administrative, physical, and technical controls

Answer

Minimum 256-bit encryption for all files

Answer

Storing all call recordings for 7 years minimum

Answer

Conducting quarterly penetration testing

Question 3

What is 'call recording pause-resume' compliance functionality?

Accepted Answer

Automatically pausing call recordings when sensitive data (e.g., credit card numbers) is being captured

Answer

Pausing a call recording to insert hold music

Answer

Resuming interrupted calls from where they left off

Answer

A supervisor feature to pause agent monitoring

Question 4

What does 'end-to-end encryption' mean for call center voice communications?

Accepted Answer

Encrypting voice data from the caller's device all the way to the agent's endpoint so only endpoints can decrypt it

Answer

Encrypting data only at the server level

Answer

Using SSL certificates for the agent web portal

Answer

Encrypting call recordings at rest

Question 5

What is 'role-based access control' (RBAC) in a hosted call center platform?

Accepted Answer

Restricting system access and features to users based on their defined role (agent, supervisor, admin)

Answer

Routing calls based on agent seniority

Answer

Controlling physical access to the call center floor

Answer

Assigning calls based on agent skill rating

Question 6

What is a 'data residency' requirement that affects hosted call center platform selection?

Accepted Answer

A legal or regulatory requirement that customer data must be stored within a specific country or region

Answer

The physical server room must be within the call center building

Answer

The amount of disk space reserved for call recordings

Answer

The requirement for data to be backed up daily