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500 agents across industries around the globe, the survey shows that a concerning number of contact centers rely on outdated, risky practices for customer interaction, data collection and fraud prevention.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.
Agents are experiencing and witnessing breach attempts from both insiders and outsiders, yet many do nothing to mitigate the risks.
Contact centers aren’t doing enough to protect customer data and prevent fraud, while current practices contribute to low employee morale and high turnover.
Industry and geographical trends are apparent.
"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."
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: Thursday, November 2, 2017
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