Inbound call centers have become a popular and profitable business that people on both ends of the capitalistic equation have come to rely upon. While corporate heads love touting the fact that their organizations can offer excellent customer service, their clients love being able to dial a phone number that routes them to an actual human being that can resolve their concerns. Overall, it should be a seamless process where quality training in the call centers meets happy customers getting their wishes fulfilled.
Unfortunately, as in other areas whereby thieves have tried to hack or phish their way into sensitive financial data for monetary gain, call centers have represented an area of attack that can be as vulnerable as unsecured data that makes its way over to hackers in a debit or credit card numbers breach. Therefore, when corporations select their call center providers such as SafeSoft Solutions, it helps to verify the high level of advanced technology offered.
In a recently published article titled "Preventing Fraud in the Call Center with Phone Printing and Voice Biometrics,” a Forbes journalist recounts how a scammer was able to dupe an unsuspecting customer service agent at a credit card company’s call center by saying he planned to travel out of the country, and therefore wished to have the fraud controls lifted on “his” account for 30 days. The problem was that it wasn’t his account at all.
It wasn't as if the phone representative gave the stranger carte blanche to access the account without providing relevant information first, it's just that the answers to the security questions that were asked to verify the account holder’s identity were ones that the fraudster was able to obtain via nefarious means.
For example, if the hacker was already equipped with sensitive and identifying data such as the credit card holder’s social security number, date of birth, home address and other information that seemingly pegged them as the correct person, that's all some companies would require to allow the scammers access to the account to then perform criminal actions of theft. This is the type of instance whereby complex passwords didn't matter, as demonstrated by one online technical expert who chose a very long and complicated passcode in an attempt to secure his account, one rife with lower and uppercase letters, along with numbers and special characters, just like the experts suggest.
None of that mattered for naught, because the hacker who broke into that man’s online account at a popular retailer’s website was able to do so by calling customer service and pretending that he'd forgotten his passcode. Eventually, the thief found an agent who agreed to send him an email containing a password reset link to the email address he provided, all without ever needing to know the password he supposedly forgot.
All in all, there are plenty of lessons about security that customers and business leaders can glean from the above information. Chiefly, if you're in the habit of providing simple answers to security questions, it might behoove you to provide more obscure or hard to discover answers when given the option to respond with your own identifying details. And if you're the head of a firm or IT department making the choice of call center companies to use, it could make or break your career by finding one that is up to snuff on the latest technology aimed at theft prevention.