Work
Compliance Concept course
Northline CX

Payment Card Security: Card Numbers Stay on the Call

A compliance scenario that teaches new contact-centre agents to take card payments without a single card number ending up anywhere it shouldn't.

Learners
New contact-centre agents
Format
Narrated scenario with screen overlays
Runtime
2:20
Still from the Northline CX course

The brief

A card number and its security code are enough to make purchases in someone else's name, and payment card rules say the security code must never be stored once the payment goes through. New agents write numbers on sticky notes, repeat them aloud, or leave them on a recorded line without thinking. The course needed to make the safe way the automatic way, call after call.

What learners can do after

  • Switch to secure payment mode before the customer reads out card details
  • Key details straight into the payment screen without repeating them aloud
  • Confirm with the last four digits only
  • Leave nothing behind: no notes, chats, tickets or screenshots
  • Report any card number found somewhere it shouldn't be, straight away

The framework

Every card payment, the same four steps. The video closes on the line agents remember: card numbers stay on the call.

Northline CX logo
Northline CX
  1. 1

    Secure

    Switch to the secure payment line, which stops the call recording.

  2. 2

    Key

    Key the details as you hear them. Confirm with the last four digits only.

  3. 3

    Clear

    Nothing stays behind: no notes, chats, tickets or screenshots. Then resume recording.

  4. 4

    Report

    If a card number lands somewhere it shouldn't, tell your team lead straight away.

How we built it

The course opens on the wrong version: two weeks into the job, Leah starts writing a customer's card number on her notepad as he reads it out. Then it rewinds and plays the same call the right way, step by step, with the secure-payment screen, the card-entry panel and the confirmation shown as overlays on the real call.

It reuses Northline's agent, office set and console from Handling Escalated Customer Calls, so the series feels like one programme and each new module is quick to build.

Framework stepTested by
  1. 1
    Secure
    Q1
  2. 2
    Key
    Q2
  3. 3
    Clear
    Q4
  4. 4
    Report
    Q3
ClearPath HealthOps course still
See the full design process

Our ClearPath HealthOps case study, Handling Patient Information Safely, shows the whole map with timestamps, the design decisions, and a sample design document you can download.

Try the knowledge check

These are the questions learners answer after the scenario. In your LMS, the score is recorded automatically through SCORM 1.2.

Question 1 of 4
A customer is about to read out their card number. What do you do first?

What a client would receive

  • SCORM 1.2 package with the scored knowledge check
  • 2:20 MP4 master in 1080p
  • Caption files (SRT and VTT)
  • Full transcript
  • Quiz questions and answers in an editable document

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