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Recording Calls and PCI Compliance

If you accept credit card details during a phone conversation you cannot meet the PCI Compliance requirements if you record that call. However, you may be automatically recording all calls, so you need to terminate the call and call the prospect back on a non-recorded call then proceed to ask for the credit card details.

Interrupting a sales conversation to call the prospect back is not a good sales practice. A better alternative is to use turboDial features to transfer the call to yourself.

Current situation: You have a turboDial inbound number that is set to record calls and your prospects call you using that number, or,
you make outbound calls to your prospects and record those outbound calls.
Here are the steps to transition your sales conversation to a non-recorded call:

  1. Add a new turboDial Inbound number, not publicly known, that is set to NOT record calls and configure it to ring the softphones of your agents
  2. During a call when it is time to receive credit card details your agent will tell the prospect to please wait for a quick moment while the call is transferred to a non-recorded line.
  3. The agent will then click the “Calls” tab in turboDial, open the phone number drop-down at the bottom of the window, then select the non-recorded Inbound number.
  4. The agent then clicks the XFR button to transfer the call to the selected Inbound number.
  5. The agent will be immediately disconnected from the call and the prospect will hear ringing
  6. The agent will immediately see a new call arriving and can click the Answer button to answer it and resume the conversation with the prospect and collect the payment details. This call is not being recorded.

That transfer should take about 2 seconds or less.