Monext is the first and only French organisation to operate a PCI DSS (Payment Card Industry Data Security Standard) certified call centre. This is the fifth such certified call centre in Europe.
This certification guarantees highly secure handling of the 150 banking institutions who outsource their call centre services (electronic banking services contact centre - issuers and traders) to Monext. This multilingual call centre hosts close to 200 telephone advisors and manages a call volume in excess of 4 million per year, 24 hours a day, 7 days a week.
The certification has been issued by the QSA (qualified security assessors) Verizon Business Service. It meets the international requirements of the PCI Council organisation, composed of credit card networks (MasterCard, Amex, VISA, etc.). It aims at issuing standards in order to secure the storage and handling of card issuer data.
This project was launched in 2008, and led to a complete overhaul of the software programmes used within Monext, in addition to the implementation of an enciphering solution for all sensitive data, such as PAN (card number) information. Access control procedures for telephone advisers, which were already rigorous, have been further stepped up through the implementation of more complex authentication mechanisms and increased traceability of all activities undertaken for an issuer or a trader of the bank.