Contact Center Clean Desk Compliance Audit

Physical inspection of contact center agent stations to verify clean desk compliance, including removal of pens, paper, mobile phones, and removable media from areas handling card data.

Inspection Scope and Station Identification

• Inspection area and shift identified
  Record the contact center area, team, and shift being inspected.
• Number of agent stations included in this audit
  Enter the total number of workstations observed during the walk-through.
• Stations handling card data included in scope
  Confirm that the inspection covers stations where payment card data is handled or visible.

Desk Surface and Workstation Cleanliness

• No loose paper, sticky notes, or written customer information left at station
  Verify that no paper records, notes, printouts, or visible customer information remain on the desk or in immediate reach.
• No pens, markers, or writing instruments left unattended at station
  Check that writing instruments are removed from the workstation when not in active use.
• No notebooks, binders, or scratch pads left open or accessible
  Confirm that notebooks and similar materials are stored away and not exposing sensitive information.
• Desk surface free of visible confidential information
  Verify that no customer account data, cardholder data, or internal confidential notes are visible on the workstation.

Electronic Devices and Removable Media

• No mobile phones left on the workstation
  Confirm that personal or unauthorized mobile devices are not present at the agent station.
• No USB drives, memory cards, or other removable media present
  Check for removable media that could store or transfer sensitive information.
• No unauthorized cameras, smartwatches, or recording devices in use at station
  Observe whether any device capable of recording or transmitting data is present in a way that conflicts with policy.
• Headsets, monitors, and approved equipment are the only items left in place
  Verify that only approved operational equipment remains at the station.

Storage, Disposal, and End-of-Shift Controls

• Approved storage location available for papers and supplies
  Confirm that secure storage is available for any authorized materials that must remain on site.
• Shred bins or secure disposal containers accessible
  Verify that confidential paper disposal is available and clearly designated.
• End-of-shift clean desk process posted or communicated
  Check whether agents have visible guidance or routine reminders for clearing the station before leaving.

Findings and Corrective Actions

• Deficiencies identified during inspection
  Summarize any non-conformances, including station numbers and observed items.
• Immediate corrective action taken
  Document any items removed, secured, or escalated during the inspection.
• Photo evidence captured for deficiencies
  Attach photos of any observed deficiencies or non-conforming stations.