Call Center Security Survey: Is Your Business Safe?
A new survey of call center agents provides some intriguing data on a very important topic – the security of customer information.
A company that provides data security solutions conducted the survey, which suggests they have a stake in exposing risky practices in customer interaction, data collection and fraud prevention. But that doesn’t mean these problems do not exist.
Among the survey’s findings:
- More than 70% of call center agents who collect credit card and debit card information read that information aloud during the call
- As much as 30% of call center agents reported that they are able to access a customer’s financial information, even when they are not on the phone with that customer
- While just 7% of agents said they were asked by someone else in the company to access a customer’s payment card number, at a large call center that still adds up to thousands of customers. And of those agents that were approached, more than 40% did not report the situation to management. Just one breach can do major damage, as several companies have already discovered
When is the last time you reviewed the security procedures and protocols in place at your call center?
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