Compliance and Data Security Flashcards
6 cards from real Call Center Solutions practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Compliance and Data Security flashcards as text
What is 'PCI DSS' and why is it relevant to call centers?
Answer: Payment Card Industry Data Security Standard — a set of security requirements for organizations that process credit card payments
PCI DSS is a global security standard requiring organizations that process, store, or transmit credit card data to implement controls including encryption, access controls, and network monitoring.
What is 'social engineering' in the context of call center security?
Answer: Manipulating call center agents through deception to gain unauthorized access to customer accounts or systems
Social engineering attacks target call center agents by impersonating customers, internal employees, or IT staff to trick agents into disclosing sensitive information or resetting account credentials.
What is a 'knowledge-based authentication' (KBA) challenge in a call center?
Answer: Security questions used to verify a caller's identity before accessing their account
KBA uses personal security questions (e.g., 'What was your first pet's name?') or personal data challenges to verify that a caller is who they claim to be before granting account access.
What does 'data minimization' mean in call center data compliance?
Answer: Collecting and retaining only the personal data that is strictly necessary for the defined business purpose
Data minimization is a GDPR and privacy best practice principle requiring organizations to collect only the customer data they need and delete it when no longer required.
What is 'two-factor authentication' (2FA) and why is it used in call center systems?
Answer: A security process requiring agents to verify their identity using two different factors (password + phone code) to access systems
2FA adds a second layer of security to agent login by requiring both a password and a time-based code (from an authenticator app or SMS), protecting CRM and telephony systems from unauthorized access.
What is the purpose of 'call center compliance training' for agents?
Answer: Ensuring agents understand and follow legal, regulatory, and company policy requirements in every customer interaction
Compliance training covers laws (TCPA, HIPAA, FCRA, PCI DSS), company policies, and required disclosures that agents must follow to protect the company and customers from legal and financial harm.