A better solution, but probably not possible for you given what you've said, is to use authenicating client/server architecture. Otherwise, your encryption schema sounds reasonable. There's more than a fair share of encryption modules for perl, for example, you could use Crypt::OpenPGP which can easily encrypt and decrypt text strings. The program on the call center end should encrypt each line with the key id of the intended recipient, and then you can simply grep through the lines that start with your key, then decrypt them.

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Dr. Michael K. Neylon - mneylon-pm@masemware.com || "You've left the lens cap of your mind on again, Pinky" - The Brain
"I can see my house from here!"
It's not what you know, but knowing how to find it if you don't know that's important

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