A recent article from an American Banker promotion for a Security Webinar attracted my attention and raised further concerns:
Why Fraudsters love your contact centre’s Authentication and your customers hate it
The bottom line is that the fraudsters have found ways around the traditional and typical methods that call centres use to Authenticate you. The dark web is host to billions of stolen Identity records and the call centre is an easy entry point for the fraudsters.
Call centre managers need to upgrade their authentication methodology and implement technology and methods that are frictionless for the consumer yet meet stringent bank security standards. Most call centres are dealing with sensitive information and data and they have to ensure that they are communicating with an authenticated person.
Contact WIZZIT International for a brief high-level overview as to how we can assist your contacts centre and protect your customers.