The Importance of Working with a PCI Level 1 Certified Call Center

Thursday, October 13, 2016

Make sure to visit our booth at the Money 20/20 Conference. Our booth number is 3038.

In 2008, there were 39 major security breaches (reported) in the financial sector. In 2015, there were 71, affecting more than five million account records.

The Target hack in 2014 showed that a non-compliant vendor can send shock waves through seemingly non-related industries, leading companies to ask, “Are my partners PCI Compliant?”

Your Call Center is an extension of your company and your brand. You need to ensure that your outsource partner takes the protection and security of your customer data as seriously as you do. If your Call Center takes phone orders with credit cards or you’re in the business of sensitive cardholder data, you need to partner with a Call Center that is PCI Level 1 Certified.

What exactly is PCI Level 1 Certification?

The Payment Card Industry Data Security Standard (PCI DSS) sets the standards and requirements in the industry for payment data protection. PCI certifications are broken out into four levels – levels two through four requiring only a self-assessment. Level 1 is the highest level of compliance and requires outside verification from an auditor.

That’s why if you’re a business that takes credit card information through telemarketing, catalog orders, or customer service, you need to work with a call center that’s PCI compliant.


Five Star’s Level 1 Certification means that you’re working with a Call Center that adheres to these strict standards and maintains its certification, ensuring your credit card data is more secure from theft, breach, or general mishandling.

The Need for PCI Compliance Call Centers

Transactions happen every day in many different ways, and whether it’s over the phone or online, your business shouldn’t have to worry about that valuable data being stolen.

If a business refuses to work with a PCI Compliant Call Center, they run the risk of damaging penalties like fines, legal fees, decreases in stock equality, and even lost business.

Ongoing Security Checks

Data security isn’t a one-time event – it’s ongoing. Through ongoing employee training, evaluations, monitoring and policies, we maintain our high levels of data protection. Systems like key card access, role-based logins, and modified call recordings are all part of our daily operations.

In addition, a third party evaluation organization call the Qualified Security Assessor (QSA) is in charge of reviewing our data transmissions.

The QSA conducts penetration tests and vulnerability scans on all of our company servers to ensure credit card data is kept secure at all times. The third party evaluation process also reviews our recordkeeping and training of employees as well as the policies and procedures related to security.

We are reviewed on an annual basis by the QSA. 
Some organizations choose to do a “Self-Assessment” of their security. While a Self-Assessment is a first step in becoming more secure, it doesn’t guarantee the same level of security as a PCI certification.

The Benefits of working with a PCI Level 1 Certified Call Center

With 25 percent of our businesses coming from the financial services industry and the fact that we process millions of credit cards yearly for clients, our Level 1 Certification is an essential part of the Five Star business.

Along with peace of mind of knowing your businesses is working with a secure call center, partnering with a PCI certified call center also means that you can trust the steps taken came from a validated source.

Five Star Call Centers provides Call Center support that includes loan applications, balance inquires, transaction details, and much more. For these reasons, we have to ensure that we’re following the highest payment security standards. If you’d like to learn more about working with a PCI Level 1 Certified Call Center, contact us today.

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