Global survey of contact centre agents shows the use of outdated practices for customer interaction, data collection and fraud prevention are compromising security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500 agents across industries around the globe, the survey shows that a concerning number of contact centres rely on outdated, risky practices for customer interaction, data collection and fraud prevention.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.
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Key survey findings
"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."
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.
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Published: Wednesday, August 29, 2018
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