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If you, like more and more contact centers these days, only give access to data when a caller states their passcode, build in an exception procedure to allow customers who were not asked for passcodes when they first signed up. An example we came across was with a telco – they needed a passcode to give out account details but the caller we spoke to was never given one – the agent did not know what to do even though the caller confirmed details such as name, address, date account set up, telephone number etc. Always allow for some flexibility in your security procedures – especially if it’s not the customers fault!
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