Taking payments over the phone is pretty common. But when you’re recording the call, keeping sensitive data safe can turn into a real headache. Whether it’s pausing the recording, using a POS machine, or entering data on a virtual terminal, each method has some serious challenges—and they’re not always ideal for compliance or customer experience. Let’s break down the issues with some common methods and see why Paytia’s channel separation approach offers a smarter, easier solution.
Legacy Call Recording Payments Systems
1. Pause and Resume: Easy to Forget, Hard to Rely On
What It Is: With pause and resume, the agent manually stops the recording when the customer shares card details, then starts it up again afterward.
What’s the Problem?
Human Error: The agent might forget to pause the recording, accidentally capturing sensitive information. Or, they could pause too soon or resume too late, leaving important parts of the conversation unrecorded.
Incomplete Records: Missed conversation bits can mean that crucial parts of the call aren’t saved, making it harder to resolve disputes.
Compliance Concerns: Inconsistent pauses make it tricky to prove you’re handling data responsibly, which can lead to non-compliance issues.
2. POS Machines: Disruptive and Awkward
What It Is: POS machines let the agent type in the customers card details separately from the call.
What’s the Problem?
Breaks Up the Conversation: Shifting from the call to a POS machine interrupts the flow, which can be frustrating for the customer.
Manual Entry Mistakes: Input errors on a POS are pretty common, which can lead to payment failures and wasted time.
Disconnected Data: The payment doesn’t integrate directly with the call record, which means less visibility into the full transaction history if you need it later.
3. Virtual Terminals: Messy Privacy Issues
What It Is: Virtual terminals are secure online forms where agents enter customer payment details.
What’s the Problem?
Sensitive Info on Record: Customers read their card details aloud, so recordings often end up capturing this sensitive data.
Complex Security: To prevent data capture, companies may need to add screen masking and other tools, making things cumbersome.
Higher Costs: Virtual terminals come with extra security features that add both complexity and expense.
4. DTMF Masking: Pricey and Often Imperfect
What It Is: DTMF masking uses signal tones to block out sensitive card info when it’s entered on the keypad.
What’s the Problem?
Expensive Setup: DTMF masking systems don’t come cheap.
Tech Issues: These tones can mess with call quality, making it harder for the customer to hear the agent clearly.
No Agent Visibility: Agents can’t see or hear what the customer enters, so they can’t help if the customer runs into trouble with data entry.
Paytia’s Channel Separation: The Easy Way to Record Calls Securely
So, here’s where Paytia’s channel separation approach steps in to solve the problem. With channel separation, we keep the payment on a separate channel from the call recording, meaning sensitive card info is never on the recorded line. It’s simple, secure, and makes call recording easier.
Why Channel Separation Works:
No Pausing Needed: The call keeps recording in full, so there’s no risk of missing conversation parts or accidentally recording payment data.
Automatic Compliance: By separating sensitive info, Paytia ensures the recording stays PCI-DSS compliant without extra tech like masking or pausing.
Smoother Customer Experience: The payment process doesn’t disrupt the conversation, so customers can make payments easily, without having to switch devices or pause for security steps.
Less Cost and Complexity: No need for expensive DTMF systems or special security add-ons—Paytia’s setup keeps things simple and affordable.
Final Thoughts
Recording calls during phone payments doesn’t have to be messy or risky. While traditional methods—pause and resume, POS machines, virtual terminals, and DTMF masking—come with their downsides, Paytia’s channel separation approach provides an efficient, cost-effective way to record calls securely. For businesses that want to keep their data safe and their customers happy, it’s a smart, straightforward solution.
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