Offering IVR payments is a smart move because it helps you save a lot of time and even gives your customers 24/7 payment access. It is also one of the best ways to reduce staff load.
But here is the hard truth: If your IVR system is not secure, it is risky business.
Security issues like data leaks and fraud can lead to serious consequences:
• PCI violations
• Financial penalties
• Damage to your reputation
• Loss of customer trust
So, let’s avoid this. In this blog, we’ll show you how to secure your IVR payment services.
But before we begin with the steps, let’s learn a bit about what IVR payments are and how they actually work.
What are IVR payments and how do they work?
IVR stands for Interactive Voice Response. It is the technology that lets people pay over the phone using their keypad or voice. All without talking to a human agent.
It works like this:
● Customer calls a phone number
● The system guides them with automated instructions
● They enter their card details
● The payment goes through
With RevoPCI, every step is protected and fully PCI DSS compliant. So, your customers can pay confidently and your team can stay worry-free.
How to Secure Your IVR Payment Services?
Step 1: Choose a PCI-compliant payment IVR provider
This is your foundation. If your system is not PCI compliant, everything else falls apart. PCI DSS stands for Payment Card Industry Data Security Standard. It exists to protect cardholder data. Here’s what to look for when choosing a PCI-compliant payment IVR provider.
● Providers should never store or access card details
● All sensitive data must be encrypted during input and transit.
● The solution should automatically de-scope you from PCI. This reduces your burden.
Helpful tip: Ask for their SAQ (Self-Assessment Questionnaire) type. If it is SAQ A or A-EP, that is a good sign because they handle all the risk for you.
Want to get ready for PCI DSS 4.0 compliance? Read this blog to know about the new requirements.
Step 2: Keep card data out of reach always
Never let your agents hear or see card numbers. Ever. You can guarantee this by following these measures:
● Use DTMF masking. This hides keypad tones during card entry.
● Use speech recognition filters for voice-based input, block sensitive words or phrases.
● Block or mute the call recording only during the payment phase.
This protects your business and your customers.
Quick fact
A PCI Pal study found that 41% of UK consumers would stop doing business with a company after a security breach involving data.
Step 3: Use encrypted and tokenised payments
If you are still collecting plain card data over calls, stop it right now. Instead, you should use the following:
● Point-to-point encryption (P2PE) during card entry.
● It swaps real card numbers with one-time use codes.
This means even if someone tries to intercept the data, they get nothing useful.
Did you know?
According to a recent article in BankInfoSecurity, payment expert Shreegopal Ramakrishnan stated that “Tokenisation can reduce the rate of fraud by 60%”
Step 4: Never record sensitive data
Avoid recording sensitive data on a call. Recordings are useful for many businesses, but they should never capture card details. Here are the two things you can do to avoid this:
Use call-flow logic to pause or mute recordings during the payment step.
Or, split calls into two sections: one for support, one for payments.
This way, your team gets the information they need without compromising security.
Step 5: Run regular security audits
Security is not just a one-time thing. Your business should follow proper audits from time to time. You should build this checklist into your monthly or quarterly routine.
● Test your IVR payment system with a real payment
● Run vulnerability scans
● Check DTMF masking or audio filters are working
● Review PCI compliance documentation
● Check logs for suspicious activity
It takes less than 2 hours and can save you from months of legal trouble.
Interesting fact
A PCI Pal study found that 59% of UK consumers want companies to undergo regular security audits.
Step 6: Educate your team
Training should be an essential part of your business. Even if your agents never touch card data, they still need training. You can teach them the following:
● What PCI compliance is
● How the payment IVR system works
● What to say if a customer tries to give card info over the phone
● How to report a suspicious call or system glitch
Step 7: Offer multiple secure payment methods
Not every customer likes to pay over the phone. If possible, offer secure alternatives like,
● Link-based payments (via SMS or email)
● Web payments with PCI-compliant gateways
● WhatsApp or chatbot-based payments with tokenisation
The more secure payment methods you offer, the more trust you build.
Final thoughts
Make sure you follow the steps we have discussed to make your IVR payment services to be truly secure. Start with a PCI-compliant system, remove human contact from card data and run regular checks.
It is easier than you think and way cheaper than dealing with a data breach.
Need a secure and PCI-compliant IVR solution?
Check out RevoPCI’s IVR Payments to see how we keep your transactions safe and simple.
FAQs
How long does it take to set up a secure IVR payment system?
A modern payment IVR solution can be set up in days, especially if you are working with a reliable provider. Most of the PCI setup and voice routing is handled for you, so you don’t need to be a tech expert.
Do I still need PCI compliance if I use an outsourced IVR provider?
Yes, but your burden is reduced. A good provider will offer PCI-compliant infrastructure and even help de-scope your environment.
What is the difference between a basic IVR and a payment IVR?
A basic IVR just routes calls. A payment IVR accepts and processes payments securely. If you are collecting card details over a standard IVR, you are putting your business at serious risk.
Can I offer secure payment methods beyond IVR?
Yes. Smart businesses offer secure payment methods like SMS payment links, chatbot-based payments and secure web portals. RevoPCI can help you combine these options with your IVR system.
What kind of businesses use IVR payments?
IVR payments are popular with utilities, telecom, healthcare, insurance, and even local service providers. Any business that takes card payments over the phone or wants to reduce agent workload can benefit.
