Is your call center the weakest link?

Posted on: June 25th, 2015 by Art Barger

Does your business handle credit card transactions? Do you sell quality, hot-ticket products that everyone wants? If you’ve answered yes to one or both of these questions, your call center may be a target of telephone fraud.

When it comes to phone fraud, criminals are all about the money. They’re always looking for a quick payoff in the channel with the least resistance. And with organizations primarily investing in stronger authentication and security services for their online channels, the call center often gets left behind. If your contact center agents are your only lines of defense, then you’re putting your customers and your critical business assets at risk.

One of the first means of remote customer service was the telephone channel. Today, the contact center has largely been swept aside by the Internet and other online applications that offer consumers fast and convenient ways to bank. Financial institutions are throwing their money into deploying, advancing and securing these popular digital tools, while call centers have mostly relied on the same types of protection and authentication solutions they still use today. With phone fraud on the rise, it’s time banks reconsider what customer channels to invest in.

Using and relying on traditional knowledge-based authentication (KBA) methods to verify calls has become risky for businesses. Why? The simple truth is criminals continue to concoct new ways to circumvent KBA solutions. And once they’ve discovered a contact center is still relying on challenge questions to authenticate calls, you can bet crooks zero in on those environments to launch social engineering attacks to steal sensitive customer data and take over accounts.

As the first, and sometimes only, line of defense to verify the authenticity of inbound calls, contact center agents have no choice but to trust the information given to them by callers through costly and exhausting telephone interrogations. From a security and operational standpoint, KBA has become an outdated and unreliable method for caller identification.

Validating every call coming into your contact center requires a tool that automates the authentication process without putting all your trust in a bunch of non-predictive security questions. By removing bad calls from the caller identification process before they reach phone reps, your call center can save up to 20 percent in operating costs.

With today’s criminals targeting unprotected call center environments, solutions like the TRUSTID® Physical Caller Authentication tool instantly and invisibly verifies spoofed calls while the phone is ringing. Within seconds, financial institutions receive credentials that allow them to take action in real time on calls that pose a risk to their business. Inbound calls that are a verified as good get automatically routed to telephone agents, who can start servicing the customer’s needs right away.

For banks and other companies that enable customers to make fast and easy financial transactions or sell hot commodities, making sure all customer channels — including the call center — are adequately protected from advanced threats is essential to protecting good customers and your confidential corporate information.