Article briefly discusses how criminals are targeting call centers to obtain people's peronsal information.
Cyber Criminals Target Call Centers
Call centers of all kinds are now the target of very tactful and sophisticated cyber criminals. Call centers provide a wide range of services from customer care to lead generation. There are several ways your personal and business account information can be altered and taken advantage of.
A recent article shows criminals are changing people’s personal ATM PIN number over the phone. These guys are providing financial service call center representatives with all pertinent information such as name, address and even a social security number in order to reset the PIN number. Once this process is complete the criminal burns the stolen account data onto a blank magnetic stripe card and then uses the card at any ATM at their convenience.
Ensuring that your telephone answering service is secure is critical, as any loss of confidential customer information can mean huge consequences for your business. In addition, any call center downtime has a direct and measurable impact on your bottom line. So make sure your representatives are trained correctly and take the correct precautionary steps throughout their daily operations.
Criminals are also changing the phone numbers of account holders to their own. This gives them the ability to receive calls from the bank and approve financial transactions. Although this scam has been identified there are still companies who are tricked due to under trained or less than adequate service reps.
"Most call centers aren't ready to answer questions about their security systems," Jerry Brady, chief technology officer and chief security officer at security consulting firm Guardent, "up until the last couple of years, their main concerns were cost per item and making sure the agents answered the phone in the right language and accent.”
If your business is outsourcing call center operations know the security and fraud protection standards of the company. In addition, understand the hiring process and background checks of all call center representatives. These efforts will ensure you and your customer’s personal information is in the correct hands and being managed properly.
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