With the advancement of technology that has occurred in the last few years, there are ever-growing threats when it comes to identity theft. One tool that many people might not think of when it comes to identity theft is that of the call center. People assume that because there is a person on the other end of the line at a call center, that there is an extra layer of security. The fact of the matter is that call center employees can be unwitting accomplices when it comes to identity theft because they are actually trained to be as helpful as possible.
While most call centers are going to work hard to train their employees to try to catch fraudulent calls, sincerity and desire to help and get good customer satisfaction is always going to take precedent. When people call financial call centers with something like an emergency wire transfer, they are likely going to have enough information to make it seem as though they are the person who owns the account.
Most security checkpoints -- like “last four digits of a social security number” -- is information that isn’t that hard to get anymore. Most people understand that is one of the questions that is asked and therefore that information is targeted when looking to create identity theft. One way that call centers can counter that is to actually come up with new and different security questions in order to battle this kind of identity theft. Another way in which a call center employee can avoid being an unwitting accomplice is to make sure that if the employee feels as if they might be dealing with a fraud case, there is a clearly laid out plan to deal with those situations.
One piece of good news when it comes to security and call centers, is that most companies are willing to work together in order to find the best way to secure their data. Industry analysts have seen that financial institutions are willing to share information when it comes to making everyone safer.
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