BY ART COOMBS
In their quest to provide top-notch customer service to their credit union clients, call center agents are trained to respond to human emotion. This empathy, however, can open the door to fraud. New technology exists that eliminates human emotion from the call center equation, thereby preventing breaches.
Within a call center, there are three different avenues where breach of consumer information can occur. First, someone inside the call center can intentionally share or sell sensitive information. Second, someone inside a call center can inadvertently write down sensitive information on paper and then throw that piece of paper away without the intent of compromising information. Yet in the act of tossing out the document, he or she leaves a door open for a breach. And finally, someone outside the call center can use social engineering to extract information from a call center agent and then use that information elsewhere to access accounts, steal money or assume an identity. This article will focus on the latter of these three means and how the call center can close the gaps in its security and strengthen procedures.
Both large and regional credit unions know that in their quest to commit fraud fraudsters now turn to call centers to garner sensitive information. Because cyber security is becoming stronger, call centers have become an easier channel for fraudsters to extract information. Layer on the fact that call center representatives are trained to provide excellent service and solutions, and it doesn’t take much for fraudsters to create a story and emotionally convince an agent to help them.