Call Center Solutions Compliance and Data Security 2

Question 1

What is 'PCI DSS' and why is it relevant to call centers?

Accepted Answer

Payment Card Industry Data Security Standard — a set of security requirements for organizations that process credit card payments

Answer

A performance metric for data center servers in call center infrastructure

Answer

A privacy certification issued to call centers that pass annual audits

Answer

A federal law governing consumer credit dispute resolution

Question 2

What is 'social engineering' in the context of call center security?

Accepted Answer

Manipulating call center agents through deception to gain unauthorized access to customer accounts or systems

Answer

Using social media to recruit new call center agents

Answer

Analyzing customer social media activity to improve service

Answer

Training agents in social skills and communication techniques

Question 3

What is a 'knowledge-based authentication' (KBA) challenge in a call center?

Accepted Answer

Security questions used to verify a caller's identity before accessing their account

Answer

A training quiz agents must pass before handling live calls

Answer

A test of an agent's product knowledge conducted by QA

Answer

Authentication using the agent's employee knowledge base login

Question 4

What does 'data minimization' mean in call center data compliance?

Accepted Answer

Collecting and retaining only the personal data that is strictly necessary for the defined business purpose

Answer

Reducing the file size of call recordings to save storage costs

Answer

Limiting the number of customers in the CRM database

Answer

Minimizing the number of agents who handle sensitive customer accounts

Question 5

What is 'two-factor authentication' (2FA) and why is it used in call center systems?

Accepted Answer

A security process requiring agents to verify their identity using two different factors (password + phone code) to access systems

Answer

Requiring two supervisors to approve access to sensitive customer accounts

Answer

Authenticating customers using two different security questions

Answer

Using two separate networks for inbound and outbound call traffic

Question 6

What is the purpose of 'call center compliance training' for agents?

Accepted Answer

Ensuring agents understand and follow legal, regulatory, and company policy requirements in every customer interaction

Answer

Teaching agents how to use telephony hardware and headsets

Answer

Training agents to meet minimum calls-per-hour performance targets

Answer

Teaching agents how to comply with customer requests for refunds