Outsourced call centers continue to be a growth industry, creating jobs and improving economies around the globe. But along with providing thousands of new jobs, protecting sensitive information from identity thieves is an ongoing challenge.
In recent article, “Security a concern as call center industry grows,” call center job opportunities with higher pay are creating a new middle class in countries like Nicaragua. While higher salaries are helping people get ahead, companies that outsource their contact centers domestically and abroad have to be very careful about customer security and how call center representatives handle clients’ personal and financial data, said Paul Wheelock, facilities and project manager for the Accedo Technologies contact center.
“Security is a constant battle. People are sneaky. You can’t get too comfortable.”
When it comes to protecting sensitive client information, some industry sources say call center hiring requirements have been a concern in the past. But Mark Budier, recruitment manager for Sitel, a provider of telephony-based customer relationship and project management solutions, says that’s changing. While lax hiring practices can certainly put a company’s private data at risk, he said the call center industry’s hiring practices have become more competitive and secure.
While servicing customers over the telephone, as well as across all sales channels, is a top priority for any business, it should not come at the expense of your customers’ personal and financial information. Security has, and always will be, something every company has to balance along with exceptional customer care. That’s why we created the TRUSTID® Physical Caller Authentication solution, which uses telephone network forensics to validate the authenticity of Caller IDs and ANI before a call is picked up.
By invisibly authenticating customer calls in real time without requiring lengthy telephone interrogations, TRUSTID transforms the call center experience by reducing the impact of fraud and improving customer trust and the overall business-customer relationship.
Tags: ANI, call center risk, call center security, Caller ID, lax hiring requirements, Physical Caller Authentication, TrustID