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:
"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.
Semafone 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.
Published: Tuesday, March 27, 2018
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