What's the 3rd letter of your password? Beep.
Recently, a call centre agent was jailed for stealing customer details and using them to transfer £11,275 to his own bank account -
http://www.thenorthernecho.co.uk/news/4166573.Call_centre_worker_stole_customers_details/
The security of customer data is a general challenge for all call centres. Agents listen to confidential customer details whilst managing calls within which multiple pieces of personal information can be checked as part of a verification process.
Some call centres restrict access to confidential information is by using the ‘What are the third and fifth characters of your password?’ approach. In other words, no staff member has access to a customer’s full password. Whilst sensible, even in this case, in an environment where call recording operates, there remain significant security holes.
Once a call centre introduces call recording, irrespective of customer verification processes, more opportunities inevitably arise for confidential data to ‘leak’ out. For example, supervisors or training staff, who have to listen to recorded calls regularly, are instantly privy to confidential data from hundreds of sources. And they do have to listen to calls to monitor and improve staff performance.
So here’s the quandary: how do you limit the access to confidential information without limiting the ability for your staff to listen to calls? There’s an easy answer: all you need to do is blank out sensitive data so it isn’t stored in your recorded calls. You still record all other elements of the call. And this can be done easily by using Veritape’s Call Tagging software.
Once you blank sensitive data, you achieve three things:
1. Only the agent managing the customer’s call hears the customer’s personal data.
2. You tighten your auditing and security trails.
3. And you eliminate the ‘piece together a password from multiple calls’ problem.
So in summary by using Veritape, your agents can get on with the business of handling calls and your customer’s confidential information stays secure. Beep!
Visit www.veritape.com for more information.