Kitchen tap manufacturer Greg Rowe has upgraded its contact centre and payment security technology to handle an increase in call and payment volumes to the company’s customer service team.

It selected Talkdesk as its contact centre partner, and PCI Pal to provide an integrated, cloud-based payment solution, PCI Pal Agent Assist.

By leveraging Talkdesk CX CloudT and PCI Pal Agent Assist, the company says it can now manage the volume with ease while ensuring customers’ payment details are handled in compliance with the PCI DSS.

Customers enter payment card information using their telephone keypad, so staff cannot see, hear or record any of the customer’s payment card details.

Crucially, as an additional component of compliance with the PCI DSS, no sensitive financial details are stored within Greg Rowe’s infrastructure.

Greg Rowe’s Digital Services Manager, Alan Shurey, says: “Removing payment card data from our contact centre environment provides peace of mind as I know payments are being handled securely and meeting compliance standards.”

“Using PCI Pal Agent Assist also gives confidence to customers who are increasingly reluctant to give out their payment card details over the phone. It’s reassuring to them that we have the processes and technology in place to protect them.”

Director at Greg Rowe, Alexandra Rowe, comments: “The penalties are exceptionally hard if you fall foul of PCI DSS. Not only the direct financial penalties but the potential reputational damage.”

“Using PCI Pal Agent Assist removes the responsibility for handling payment card data from our people. The fact that we don’t touch payment card data at all gives us great confidence and reassurance.”

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