Security & Compliance Flashcards
6 cards from real Call Center Hosting practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Security & Compliance flashcards as text
Which compliance standard governs the security of cardholder data processed by call centers that handle credit card payments?
Answer: PCI DSS
PCI DSS (Payment Card Industry Data Security Standard) mandates security controls for any system that stores, processes, or transmits cardholder data.
What does HIPAA require of call centers that handle US patient health information?
Answer: Safeguarding protected health information (PHI) through administrative, physical, and technical controls
HIPAA requires healthcare-related call centers to protect PHI through comprehensive administrative, physical, and technical safeguards.
What is 'call recording pause-resume' compliance functionality?
Answer: Automatically pausing call recordings when sensitive data (e.g., credit card numbers) is being captured
Pause-resume functionality stops recording during PCI-sensitive moments (like card number entry) to prevent cardholder data from being stored in recordings.
What does 'end-to-end encryption' mean for call center voice communications?
Answer: Encrypting voice data from the caller's device all the way to the agent's endpoint so only endpoints can decrypt it
End-to-end encryption ensures voice data is encrypted throughout its entire journey, preventing interception by network intermediaries.
What is 'role-based access control' (RBAC) in a hosted call center platform?
Answer: Restricting system access and features to users based on their defined role (agent, supervisor, admin)
RBAC limits what each user can see and do in the platform based on their role, following the principle of least privilege.
What is a 'data residency' requirement that affects hosted call center platform selection?
Answer: A legal or regulatory requirement that customer data must be stored within a specific country or region
Data residency rules require that certain customer data be stored only within specified geographic boundaries, affecting which cloud regions can be used.