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

#contactcenterworld, @Semafone, @realwire

Global survey of contact centre agents shows the use of outdated practices for customer interaction, data collection and fraud prevention are compromising security

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500 agents across industries around the globe, the survey shows that a concerning number of contact centres rely on outdated, risky practices for customer interaction, data collection and fraud prevention.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

Key survey findings

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

    • 72 per cent of agents who collect credit/debit card information over the phone require customers to read numbers aloud, despite the readily available technologies that secure voice transactions
    • 30 per cent reported that they have access to payment card information even when not on the phone with customers


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

    • 7 per cent of agents admitted that someone inside their organisation has asked them to access or share customers’ payment card information or other sensitive data
    • 4 per cent said the same about someone outside their organisation
    • 9 per cent said they personally know someone who has unlawfully accessed or shared customers’ payment card information
    • 42 per cent of those approached said they did not report the situation to either management or the authorities
    • These percentages may seem small, but just one successful breach attempt could cost an organisation an average of £2.5 million, according to IBM’s 2017 Cost of a Data Breach Study


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

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


  • Industry trends are apparent.

    • 35 per cent of agents in the Business Process Outsourcing (BPO) industry have access to customer information when they aren’t on the line with them; 11 per cent have been approached to share customer information
    • The findings pertaining to BPO emphasises the increased risks created by outsourcing and offshoring. In fact, research shows that poor outsourcing decisions cause 63 per cent of data breaches, so strong data security is vital for those with such business models.


"Our survey confirms that many contact centres 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, 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 per cent of survey participants had been approached by outsiders and insiders respectively, these are alarming numbers when extrapolated to the greater contact centre agent population. While the majority of agents are good, honest people, it takes just one malicious person to expose sensitive data and ruin a business’ reputation. Contact centres need to act now—otherwise, they are just sitting around, waiting to be breached."

#contactcenterworld, @Semafone, @realwire


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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About RealWire:
Company LogoRealWire is an online press release distribution service with over 20 years of experience.
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Today's Tip of the Day - Utilize Time & Money Saving Tools

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

Published: Wednesday, August 29, 2018

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2024 Buyers Guide Help Desk Software

 
1.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

2.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

3.) 
LiveAgent

LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

4.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

5.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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