By Brendan B. Read, Senior Contributing Editor
As customer data security concerns grow what with the proliferation of ID thefts being committed, so do the measures needed to prevent or limit that from happening: especially including at the contact center level and in particular for credit card information.
Longtime leading-edge teleservices firm DialAmerica can now provide that by achieving Level 1 compliance with the Payment Card Industry Data Security Standard (PCI (News - Alert) DSS). The certification said the firm "demonstrates DialAmerica's commitment to safeguarding sensitive customer data and ensuring the highest level of security at its call centers across the country."
PCI DSS is the payment card industry security requirement for entities that store, process or transmit cardholder data. It has been endorsed by all the major card brands - Visa, MasterCard Worldwide, Discover Network, American Express (News - Alert) and JCB. Trustwave, a leading provider of PCI DSS compliance management solutions, performed the validation.
DialAmerica achieved Level 1 compliance by thoroughly documenting its physical access controls, IT environment and information security policies and procedures. DialAmerica has also enrolled in TrustKeeper to access the necessary tools to support on-going compliance including quarterly network vulnerability scans.
"At DialAmerica there's nothing more important than maintaining the safety and security of our clients' data," said Arthur Conway, President and CEO of DialAmerica. "This certification provides customers with the peace of mind that reflects our longstanding commitment to employing safeguards that ensure the information we handle is completely protected."
"DialAmerica understands protecting card holder data by validating compliance with the PCI DSS is essential to conducting business in a safe and secure manner," added Robert J. McCullen, chairman and CEO of Trustwave. "Trustwave's industry-leading suite of compliance solutions has helped DialAmerica further secure their network environment, which will help protect both company and client data."
Obtaining Level 1 Compliance could help DialAmerica grow its business by enabling it to enhance its service offerings to its existing and potential clients. This is bolstered it said by not having its contact centers outside of the U.S. There have been concerns raised by some but countered by others that nearshoring and offshoring places American consumer and business data at risk because it is being handled by agents in countries that may lack the protections and recourse available back home.
"For over 50 years DialAmerica has maintained exceptional data security measures and an unwavering compliance with all government regulation," explained Gerhard Lindenmayer, the firm's CIO.
"As the marketplace and technology evolves so do the security standards of the industry. As more clients such as financial institutions require Level 1 compliance, we have shown our willingness to comply and will be able to meet the needs of these types of clients who demand the highest level of security. DialAmerica's U.S.-only based operations combined with the Level 1 compliance make our offerings one of the strongest in the industry."