Contact Center Security – Something to think about!
I am sure you have called a contact or support center by phone and heard a recording telling you that your call may be recorded for quality assurance. What exactly does that mean and how does it keep you safe. You trust a lot of sensitive information to complete strangers all the time. Strangers that work for a company in a call center that, let’s face it, can’t be fun to work in. So the turn over rate is pretty high for most companies. So what keeps employees from working for a couple of months and then walking away with enough information to steal the identities of hundreds of people? That’s where the quality assurance comes in, but is it good enough to prevent identity theft?
These call recordings don’t just record the phone calls but they also record what the employee is typing into the computer, their page navigation and data retrieval. The system will also sync up the phone conversation to the input on the screen so that delays and errors in data entry may be recorded. So many times the whole conversation from phone to desktop is recorded.
Supervisors can review the recording to evaluate the employee. The recordings are also there to catch and prevent employees from accessing files that they didn’t need. Sometimes supervisors can catch employees who write down a customers card number by the simple fact that there was a delay in the customer giving the number and the employee punching it into the computer.
Even though a call center wouldn’t be the easiest place to steal peoples identities there have been people who have done it. The companies are responsible for the security of their customers information but security measures are not always enough. There are people who slip through the system and steal peoples identities. So be careful who you do business with and what information you give them, and as always keep an eye on your accounts for signs of identity theft.
