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Article : Semafone Warns Contact Centers of Five Types of Fraudsters Threatening Data Security

#contactcenterworld, @Semafone

Semafone, a provider of data security and compliance solutions for contact centers, shares the five most common types of fraudsters putting contact center data at risk. Coming from both inside and outside an organization, these fraudulent individuals use bribery, coercion, social engineering and malware to get their hands on sensitive customer data. However, not all fraudsters are malicious – a simple mistake by an agent or customer service representative (CSR) can expose personally identifiable information (PII) and lead to a high-profile, brand-damaging data breach.

The following are five fraudsters contact centers need to know:

  1. The Tempted Temp: Temporary agents, such as those hired to handle seasonal surges in call volumes, can pose a serious threat to contact center data security – whether due to a lack of loyalty to the company or a lax employee screening process. And, for those companies that require customers to read their card numbers aloud when conducting payment transactions over the phone, the readily available PII can be extremely tempting to a temp worker or any rogue agent. Those who do not work in clean rooms (where writing materials, cell phones and other personal items are prohibited) can easily copy down or record callers’ card numbers to fund an online shopping spree or order lunch.

  2. The Credulous Clicker: Even the most trustworthy employee can accidentally expose sensitive customer data, especially if the PII resides within the contact center environment. For example, an agent may click on a link or open an email attachment thinking it is from a customer, only to unleash a virus. That virus can spread across the contact center’s IT network, stealing customer data and landing the company in the news for suffering a major breach.

  3. The Vengeful Victim: There are other employees inside a contact center’s organization, in addition to agents, who can threaten data security. Consider this: An administrative worker with a personal grudge against management bribes an agent to share customer payment card data, thinking that the stolen funds will compensate for being underpaid. With this information stored and accessible in customer relationship management (CRM) systems, the agent hands over hundreds of credit card numbers which the vengeful employee sells on the black market.

  4. The Hidden Hacker: Anyone who comes in contact with agent computers could illicitly access sensitive data stored in a network. For instance, someone from the IT support team with a secret affinity for hacking could discretely introduce a Remote Access Trojan, or "RAT" into a computer. This little piece of software allows the device to be accessed remotely, enabling the hacker to tap into copious amounts of customer data.

  5. The Contract Cleaner: If data is held in a contact center’s IT environment, anyone with access to the facility can get their hands on PII. With unrestricted access to a contact center’s office, cleaning crew members could easily slip tiny USB sticks, which contain key logging software and a Wi-Fi transmitter, into several computers. That software could capture detailed information on customer transactions, including payment card numbers – all accessible to the conniving cleaner who collects the unnoticed USBs the following week.


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"While these are just few examples of the types of fraudsters and cybercriminals that contact centers encounter, it is more important than ever for organizations to protect themselves and their customers against potentially brand-damaging data breaches," said Tim Critchley, Semafone CEO. "Of course, most employees are trustworthy people, but it only takes one rogue worker to expose or steal PII."

Best practices for preventing company insiders and outsiders from accessing sensitive data include: conducting proper employee background checks; training employees to recognize attacks, especially those using social engineering tactics; tokenizing data (replacing it with a meaningless equivalent); and enforcing the least-privilege user access (LUA) principle on computer systems, whereby agents have the minimum level of access necessary to do their job. However, the ideal solution is to take customer data out of the contact center environment completely.

"By removing as much sensitive PII as possible from business infrastructures, contact centers can reduce the risks associated with a detrimental, costly data breach," Critchley added. "They do not have to worry about outside hackers, third parties with fraudulent intentions, or even agents prone to honest mistakes. As we like to say at Semafone, ‘No one can hack the data you don’t hold.’"

To keep sensitive data out of the contact center environment, organizations can adopt dual-tone multi-frequency (DTMF) masking technologies which allow customers to enter payment card information and other PII directly into the telephone keypad. Such solutions replace keypad tones with flat tones, shielding data from agents, nearby eavesdroppers and even call recording systems. The agent is also able to remain on the line in full voice communication with the caller, ensuring a smooth customer journey. The sensitive data is sent straight to the appropriate third party, such as the payment processor, bypassing the contact center’s infrastructure completely.

#contactcenterworld, @Semafone


About Semafone:
Company LogoSemafone provides secure voice transactions for contact centres and retailers taking Cardholder Not Present (CNP) payments. The solution allows a call - and the call recording - to continue as normal whilst the customer enters their credit card information using their telephone keypad. For complete security, Semafone's patented technology masks the Dual Tone Multi-Frequency (DTMF) tones from the cardholder's telephone and replaces them with a flat tone so they can't be recognised by the call centre agent or recorded on the call recording system. By ensuring all card data remains segregated and by removing Sensitive Authentication Data (SAD) before it hits the call recorder and the contact centre infrastructure, the contact centre is taken out of the scope of PCI DSS, protected against the risk of opportunistic agent fraud and the associated reputational risk.
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Today's Tip of the Day - Team Building

Read today's tip or listen to it on podcast.

Published: Tuesday, March 27, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Knowledge Management

 
1.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

3.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

4.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

5.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

6.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

7.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

8.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.

9.) 
Synthetix

Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
 

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