There is no question that maintaining security and compliance in call centers is complicated. Security involves far more than just technology; it also involves people and processes. We, as individuals, are the most obvious weakness, and cyber criminals are already well aware of our human flaws and are honing in on call center operations to expose them. Tim Critchley, C.E.O. of Semafone examines call center security further in this article.
At the end of 2016, it was revealed that AI Solutions, a Mumbai-based security firm, is under investigation for allegedly selling companies' customers' personal information to third parties for between $350 to $1,000. The information, which includes phone records and home addresses, was given to AI Solutions by employees at offshore call centers. The Sydney Morning Herald speculated that the information is likely being sold to companies engaged in corporate spying, private investigators and even organized criminals looking to steal someone’s identity.
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This incident is just one example of the various modern security threats that call centers, and the companies that they do businesses with, face. There is no question that maintaining security and compliance in call centers is complicated. Security involves far more than just technology; it also involves people and processes. We, as individuals, are the most obvious weakness, and cyber criminals are already well aware of our human flaws and are honing in on call center operations to expose them. Mobile payments and digital wallets are certainly convenient, but when our bank information reaches the contact centers that facilitate these interactions, it can be a gold mine for fraudsters and cyber criminals. This information can either be stolen by individuals conning call center agents, or by call center agents themselves.
Unfortunately for U.S. businesses and consumers, things are likely to get harder before they get easier. The countrywide move to EMV chip card technology has the potential to grow the threat of these attacks and leaks. While the transition is intended to help reduce overall fraud rates - its introduction in the U.K. reduced card-present fraud by 32.5 percent in seven years - the reality is that it is more likely to simply shift the way fraud occurs. In fact, according the U.K. Payments Administration, fraud that leverages a contact center environment is exactly where most new fraud attempts are occurring in the U.K. already, and the U.S. is expected to see a similar trend.
About Tim Critchley:
Tim has been the CEO of Semafone for over 6 years and has led the company from a UK start up to an international business that spans five continents. He has helped secure Series A and Series B rounds of funding from various investor groups including the BGF and Octopus. Under his leadership, the company has secured global partnerships and won clients that span a range of industry sectors including major brands such as Aviva Canada, BT, Rogers Communications and Sky. Prior to joining Semafone, he was COO at KnowledgePool Group, the UK’s leading provider of managed learning services where he hel
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: Wednesday, March 29, 2017
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