PCI encrypts voice call

The contact centre has, for the most part, been forgotten as a potential point of breach even though customer service representatives take credit card numbers and outsourced help-desk workers have access to your databases, says Darkreading.

That all soon could change. The Payment Card Initiative (PCI) is driving a new generation of security tools that encrypt voice call recordings of phone transactions.

RSA's encryption technology is used to encrypt audio recordings handled by call-centre software vendor Verint Witness Actionable Solutions's call recording applications.

At a meeting in New York City with Philippine President Gloria Arroyo, iQor President and CEO Vikas Kapoor announced the opening of iQor's third call centre in the Philippines that will create 700 new jobs, reports PR Web.

iQor plans to hire 300 new employees at its new Centre of Excellence at the Clark Special Economic Zone before the end of the year, and will add the remaining new hires by the end of the first quarter in 2009.

This growth will bring total jobs created by iQor in the Philippines to 2 500 since opening its first call centre in Manila in 2005.

Asia Pacific is one of the fastest growth regions in the world for contact centres. Booming economies of India and China continue to see a surge in new contact centre set-ups across different sectors, states FOX Business.

Together the high-growth markets, namely, India, China, the Philippines and Malaysia contributed over 35.9% of the total market seats in 2007 and this is expected to increase to 53.3% of the total market seats by 2013.

Frost & Sullivan's exclusive executive MindXchange summit, the third Annual Customer Contact Asia Pacific Summit, which starts this week, highlights the people, processes and technology that deliver customer satisfaction and excellence in the contact centre industry.