Couple of years ago, the biggest security issue was phishing for JP Morgan Chase's customers. Today, the company is far more worried about the people manning its call centres. Staff has been caught stealing customer information using mobile phones, cameras and USB drives, said Iain Johnston, fraud specialist at JP Morgan Chase Asia Pacific.
Banks are fighting to keep their call centres free from criminals that pose as -- or become -- call centre staff in order to steal customer details.
Speaking at a Financial Times event called Securing the Bank last Thursday in Sydney, he said: "We have found incidences where screenshots have been taken by mobile phone or where people are writing texts at incredible speed under their desks". He told the conference that the bank has tightened its hiring policies for call centres located in India, the Philippines, Indonesia and Ethiopia but monthly staff intakes of between 200 to 600 recruits makes the task challenging.
While the Indian Government has established a national database of call centre employees to help prevent crime, police corruption in Indonesia makes reporting breaches difficult. Identity theft is the fastest growing type of fraud -- in Australia alone fraud costs AU$6 billion per year, according to Dr Clive Summerfield, deputy director of the University of Canberra's National Centre for Biometric Studies.
Although staff at offshore call centres is accused of higher rates of criminality, the real problems with offshore call centres is the flow of data across borders and differing privacy legislation.
"If your identity is ripped off overseas -- whilst local organisations may have back-to-back contracts with outsourcers -- there's a long chain of events to acting on that," Summerfield told ZDNet Australia.
:::::: Voice biometrics a solution? ::::::
A University of Canberra developed voice-based biometric authentication system may offer a solution, said Summerfield.
"One of the things that it does is to authenticate the caller without the need for a call centre to see your personal information. Because you authenticate the caller within the system, when you get transferred to an operator for a transaction there is no need for them to know your address or date of birth. All that appears on screen is how sure your computer is the account holder is same as person [as the caller]," said Summerfield.
He explained that this kind of authentication means organisations that hold sensitive information are able to retain the authentication process within the customer's country of origin -- therefore resolving the problem of cross-border data flows.
Source: http://www.callcentersindia.com/
Banks are fighting to keep their call centres free from criminals that pose as -- or become -- call centre staff in order to steal customer details.
Speaking at a Financial Times event called Securing the Bank last Thursday in Sydney, he said: "We have found incidences where screenshots have been taken by mobile phone or where people are writing texts at incredible speed under their desks". He told the conference that the bank has tightened its hiring policies for call centres located in India, the Philippines, Indonesia and Ethiopia but monthly staff intakes of between 200 to 600 recruits makes the task challenging.
While the Indian Government has established a national database of call centre employees to help prevent crime, police corruption in Indonesia makes reporting breaches difficult. Identity theft is the fastest growing type of fraud -- in Australia alone fraud costs AU$6 billion per year, according to Dr Clive Summerfield, deputy director of the University of Canberra's National Centre for Biometric Studies.
Although staff at offshore call centres is accused of higher rates of criminality, the real problems with offshore call centres is the flow of data across borders and differing privacy legislation.
"If your identity is ripped off overseas -- whilst local organisations may have back-to-back contracts with outsourcers -- there's a long chain of events to acting on that," Summerfield told ZDNet Australia.
:::::: Voice biometrics a solution? ::::::
A University of Canberra developed voice-based biometric authentication system may offer a solution, said Summerfield.
"One of the things that it does is to authenticate the caller without the need for a call centre to see your personal information. Because you authenticate the caller within the system, when you get transferred to an operator for a transaction there is no need for them to know your address or date of birth. All that appears on screen is how sure your computer is the account holder is same as person [as the caller]," said Summerfield.
He explained that this kind of authentication means organisations that hold sensitive information are able to retain the authentication process within the customer's country of origin -- therefore resolving the problem of cross-border data flows.
Source: http://www.callcentersindia.com/
3 comments:
WHERE DO YOUR CALL CENTRE STAFF COME FROM?
Call centres employ hundreds of people and constantly have to recruit new candidates, as the rate of attrition can be very high
Recruitment agencies are often used to source candidates for both temp to perm and straight permanent positions
To properly screen and assess candidates for identity, qualifications, the right to work in the UK, references on previous employment etc. etc. the list is long takes time
The recruitment industry is unlicensed - anyone can set up an agency from any type of premises
Procurement negotiate the best price for their company, not always the best service - cheap is dear
The necessary processes required to screen and vet potential workers properly by agencies, can be compromised because of cost
The lowest margins will not attract those agencies which adhere to best practice and the strict criteria required
Call centres that handle sensitive information, should demand to inspect the agencies they use, and their procedures and systems
Failing to adhere to high standards will inevitably expose call centres to the risk of identity theft fraud and jeopardise their customers’ details.
In 1999, 9000 cases of identity fraud were reported in the U.K.
In 2006 it was 80,000 and rising
TBC has been in the business for nineteen years and have been visited and vetted by two of the biggest names in Financial Services
Our dedicated team using established and proven skills and processes, can recruit call centre personnel anywhere in the UK
Risks additional to financial loss:
· Regulations - Data Protection Act ref customer info
· Commercial - Payment Card Industry, Data Security Standards, ("PCI, DSS")
· Reputation - Loss of confidence from media exposure.
The £28 Million the Home Office have just announced to combat fraud is equivalent to just 0.3% of the current policing budget, and on a conservative basis, equates to just 0.19% of the cost of fraud in the UK.
Tim Craig
Managing Director
Company established 1988
Specialists in providing people who have expertise in: The prevention of Financial Crime (Fraud, Money Laundering) and associated Risk
CBI Representative for the North West Forum Steering Committee www.northwestfraudforum.co.uk
Member IoD
Member Chester Ellesmere Port & North Wales Chamber of Commerce
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