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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.

"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 - Think About Demotivating Your Staff

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

Published: Tuesday, March 27, 2018

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2021 Buyers Guide Inbound Call Handling Services

 
1.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

2.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

3.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

4.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)
PH: 07973640527

5.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections
PH: +61 7 5660 6284

6.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

7.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390

8.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk
PH: 0217991445

9.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 

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