Becoming fully compliant with PCI DSS for telephone card payments was a challenging and complex task for the BHF, but it has been implemented effectively and efficiently and the benefits for the organisation have been significant.
The introduction of Semafone’s solution delivered over Gamma SIP Trunks means that all calls to and from all BHF offices are PCI DSS compliant. Any call can now be diverted to the call centre for a donation and this greatly enhances the BHF’s flexibility. The technology is also fully scalable, meaning that call centre capacity can be increased and decreased quickly and easily to deal with the peaks and troughs of campaign work. Outbound in-house call centre operations can now be expanded exponentially.
Ashley adds: “Semafone has made a tremendous difference to us, with no negative effects. Prior to the implementation we were concerned that having customers enter their own details might increase call handling time, but this has not been the case and agents were up to speed very quickly. The new system has also enabled us to take control of our scripting, so there is no longer any risk of ‘off script’ conversations.” It is important for charities to show that they are leading by example in PCI DSS compliance. With the introduction of Semafone technology, the BHF is able to do this, protecting customer card data, complying with regulations, and ensuring that the highest possible proportion of donors’ money is spent on the fight against heart and circulatory disease, the UK’s single biggest killer.