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

PCI DSS (Payment Card Industry Data Security Standard) mandates security controls for any system that stores, processes, or transmits cardholder data.

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

HIPAA requires healthcare-related call centers to protect PHI through comprehensive administrative, physical, and technical safeguards.

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

Pause-resume functionality stops recording during PCI-sensitive moments (like card number entry) to prevent cardholder data from being stored in recordings.

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

End-to-end encryption ensures voice data is encrypted throughout its entire journey, preventing interception by network intermediaries.

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

RBAC limits what each user can see and do in the platform based on their role, following the principle of least privilege.

Call Center Hosting Practice Test

Call Center Hosting Practice Test

Call Center Hosting Security & Compliance