PCI DSS Requirement 12 for Contact Centres | Paytia

PCI DSS v4.0 is the global standard for protecting cardholder data. The official documentation lists twelve core requirements that every merchant must satisfy. For contact centres handling phone orders, controls around requirements 3, 4, 7, 8, 9, and 12 can be particularly challenging because voice channels were never designed for card capture.

What the twelve requirements really ask of you

Each requirement covers a domain-from building secure networks to maintaining incident response plans. In a phone-payment context, the most relevant demands are:

• Requirement 3 - prevent storage of PAN unless it is encrypted and justifiable.
• Requirement 4: protect transmissions over open networks (including VoIP paths).
• Requirement 7 - limit access to card data strictly to those who need it.
• Requirement 9 - restrict physical access and call recordings that may contain card data.
• Requirement 12: maintain policies that keep everything documented and auditable.

How Paytia reduces the burden

By moving sensitive inputs into Paytia’s PCI Level 1 platform, agents never see or hear card numbers. Call recordings remain intact without redaction, and network segmentation projects shrink dramatically. When the Qualified Security Assessor (QSA) asks for evidence, Paytia provides detailed logs and architectural documentation to prove how the solution keeps data out of scope.

Operational governance that satisfies Requirement 12

Requirement 12 requires policies, training, and risk assessments.

Paytia supports these obligations with hosted documentation, staff enablement sessions, and repeatable scripts that prove your team understands the secure flow. Pair this with your existing security awareness programme and you have a defensible governance story.

Need help translating PCI DSS mandates into a pragmatic plan? Book a call or reach out today. We will walk through your current controls and show how Paytia keeps compliance achievable while protecting revenue.