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Industry Research : 70% of Contact Centers Require Customers to Read Sensitive Data Aloud, Increasing Security Risks

#contactcenterworld, @Semafone

A new survey of contact center agents conducted by Semafone reveals the dire state of contact center data security. Drawing responses from more than 500 agents across industries around the globe, the survey shows that a concerning number of contact centers rely on outdated, risky practices for customer interaction, data collection and fraud prevention. This exposes organizations to inside and outside security threats, and puts sensitive customer information at risk for brand-damaging data breaches.

Key survey findings

Contact centers still use data collection and customer interaction practices that create opportunities for agent fraud and leave data vulnerable to a breach.

  • 72 percent of agents who collect credit/debit card information or social security numbers (SSNs) over the phone require customers to read numbers aloud, despite the readily available technologies that secure voice transactions
  • 30 percent reported that they have access to customers’ payment card information or SSNs on file even when they’re not on the phone with the customer

Agents are experiencing and witnessing breach attempts from both insiders and outsiders, yet many do nothing to mitigate the risks.

  • 7 percent of agents admitted that someone inside their organization has asked them to access or share customers’ payment card information or other sensitive data
  • 4 percent said the same about someone outside their organization
  • 9 percent said they personally know someone who has unlawfully accessed or shared customers’ payment card information
  • 42 percent who were approached said they did not report the situation to either management or law enforcement
  • These percentages may seem small, but just one successful breach attempt could cost an organization an average of $3.62 million, according to IBM’s 2017 Cost of a Data Breach Study

Contact centers aren’t doing enough to protect customer data and prevent fraud, while current practices contribute to low employee morale and high turnover.

  • 79 percent of agents are not allowed to have cell phones at their work station
  • 38 percent are not allowed paper or pens at their work station
  • 31 percent are not allowed personal items or bags at their work station
  • 28 percent must pass through a security check before entering or leaving work
  • 26 percent work in a contact center "clean room," which prohibits any personal items and recording devices of any kind

Industry and geographical trends are apparent.

  • Zero European agents reported instances of outsiders approaching them to share information – likely reflective of Europe’s stricter governance rules
  • 50 percent of agents in Central and South America have access to customer data when they aren’t on the phone with the customer; these regions also had the highest number of requests from both insiders and outsiders to share data
  • 35 percent of agents in the Business Process Outsourcing (BPO) industry have access to customer information when they aren’t on the line with them; 11 percent have been approached to share customer information
  • The findings pertaining to BPO and Central/South America emphasize the increased risks created by outsourcing and offshoring. In fact, research shows that poor outsourcing decisions cause 63 percent of data breaches, so strong data security is vital for those with such business models

"Our survey confirmed many contact centers are still using inadequate practices when capturing, processing and storing payment card data and other personally identifiable information (PII)," said Tim Critchley, Semafone CEO. "When a single data breach can cost a company millions of dollars, traditional security controls like clean rooms and check points are not enough. The only way to truly protect sensitive data is to remove it from the business infrastructure completely."

Critchley continued, "Although just four and seven percent of survey participants had been approached by outsiders and insiders, respectively, to provide customer data, these are alarming numbers when extrapolated to the greater contact center agent population. While a majority of agents are good, honest people, it takes just one malicious person to expose sensitive data and ruin a business’ reputation. Contact centers need to act now—otherwise, they are just sitting around, waiting to be breached."

#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 - What Does Your Business Need?

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

Published: Thursday, November 2, 2017

Printer Friendly Version Printer friendly version

2022 Buyers Guide IVR

 
1.) 
Premium Listing
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.


2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.

5.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

6.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

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

8.) 
PEC Telecom

Virtual Phone Numbers (DID) and Business VoIP Phone Service
Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed.

DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from...
(read more)

9.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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