![]() The global contact center spend currently stands at between $300 and $320 billion dollars, of which 25 percent is currently outsourced to a third party (source: The Everest Group). ![]() Offshore and remote workers increase the risksĪs call centers ‘decentralize’, risks increase. The gangs do it by paying off existing call centre workers, or infiltrating the call centre by having one of their members legitimately gain employment there. ![]() They’ll pay for stolen cards, or even full-scale identity theft. To make matters worse, call center workers are frequently targeted by professional crime gangs. And as you can read in this Reddit forum, call centre employees will tell you that security processes are far from foolproof. The temptation to record, steal or on-sell credit card details is ever-present. Why call centre workers are susceptibleĬall centre employees are often low paid casual workers. To have a low paid call centre worker manually entering read-out credit card details is a significant security risk. But what about the person in the call centre on the other end of the line? Most customers have the common sense not to broadcast their card details across their office or down the street. For all the increases in credit card security – embedded chips, CVV codes, PINs – it’s somewhat astounding that many call centers still ask customers to read out their credit card numbers over the phone.
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