For decades, call centers have played a vital role in customer service, support, and sales. But in an era where data breaches and compliance regulations are under constant scrutiny, there’s one truth every organization must confront: collecting payments over the phone is a massive PCI liability.
If your agents are still handling card data by phone, manually entering numbers, storing them, or even transferring them via internal systems, your business is exposed to unnecessary risk, higher compliance costs, and potential brand damage.
Fortunately, there’s a better, safer, and more scalable way to handle payments: Authvia’s TXT2PAY® solution, which moves transactions out of the call center and into secure, PCI-compliant messaging channels.
The Hidden Dangers of Phone-Based Payments
Call centers that accept credit or debit card payments over the phone are subject to PCI DSS (Payment Card Industry Data Security Standard) requirements. These rules govern how payment data is handled, stored, and transmitted—but most traditional phone-based setups can’t meet them without expensive systems and rigorous oversight.
Key Risks Include:
- PCI Scope Expansion: Every system and employee that touches cardholder data must comply, dramatically increasing cost and complexity.
- Agent Error: Manual entry of card details introduces a high risk of typos, failed transactions, and accidental data exposure.
- Fraud Vulnerability: Voice-based interactions are harder to verify, increasing the risk of social engineering and chargebacks.
- Recording Systems: If your calls are recorded (and most are), you must prevent card data from being captured requiring costly redaction tools or segmentation.
Simply put: phone-based payments are inherently insecure, and customers expect better.
What Is PCI DSS and Why Does It Matter?
PCI DSS is a set of standards established to protect consumer payment data. Any organization that accepts, stores, or transmits cardholder information must follow these rules. Failure to comply can result in:
- Hefty fines
- Legal liability
- Reputational damage
- Loss of ability to process payments
As cyberattacks increase and consumer trust becomes more fragile, non-compliance isn’t just risky, it’s a dealbreaker for modern businesses.
How Authvia Reduces PCI Scope & Enhances Payment Security
Authvia’s TXT2PAY® offers a modern, secure, and frictionless way to accept payments without ever exposing your agents or systems to sensitive data.
Here’s how it works:
- During a customer call, the agent triggers a secure payment request via SMS, RCS, or chat.
- The customer receives a branded message with a one-click payment link.
- The transaction is completed in a secure, PCI Level 1-certified environment, no payment data ever touches your system.
- The agent is notified once the payment is complete and can proceed with the interaction.
This approach removes your call center from PCI scope entirely. It also reduces fraud, increases conversion speed, and gives customers confidence that their information is safe.
Benefits Beyond Compliance
Implementing a secure messaging-based payment solution like Authvia doesn’t just solve for PCI, it delivers tangible business value:
- Reduced Call Times: Agents don’t need to wait while customers dig out credit cards or read numbers.
- Improved CX: Customers trust mobile-native, app-free experiences that give them control over how and when they pay.
- Higher Completion Rates: Distraction-free checkout pages reduce drop-off and failed payments.
- Brand Trust: Demonstrating a commitment to data privacy strengthens customer loyalty and competitive positioning.
It’s Time to Upgrade Your Payment Experience
Call centers have evolved, but many still rely on outdated payment processes that open the door to fraud, fines, and friction. If your organization is still taking payments by phone, you’re not just out of date, you’re exposed.
Authvia helps you close that gap with secure, messaging-based payments that eliminate PCI scope, protect your customers, and modernize your customer experience.
Ready to future-proof your payment operations?
Visit www.authvia.com to learn how TXT2PAY® can help you reduce risk, lower costs, and create safer, smarter conversations that convert.
