Call Centers are a huge security breach point:
Every time that a caller provides their credit card information to a human agent, they are running a high risk that they will be the victim of identity theft. For call centers that are taking calls that originate in the state of Massachusetts, they are in direct violation of the the new data privacy law that went into effect on March 1, 2010.
The Massachusetts Data Privacy law states that all businesses that collect personal data from or about Massachusetts residents will need to adopt a comprehensive written security program. Unlike most state-based data privacy laws, which focus primarily on public disclosure once a breach occurs, the new Massachusetts law prescribes that more stringent protective measures be taken to prevent breaches from occurring in the first place.
With the use of existing technology, call centers could readily eliminate the security breach point. The caller would enter their private information via the IVR and the agent would never see it. The only flaw with this approach is that the agent must utilize the computer telephone integration (CTI) capability. If the agent asks the caller for their credit card information, then we still have a security breach point. How do we solve this?
Real straightforward: Monitor what the agent is saying with speech analytics. If they ever ask the caller for their credit card information, they are shut down.
Great point. I really don't like to provide information to call center. Seems not reliable sometimes.
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It's good to know that they are taking preventive measures regarding data privacy. This is something that must be done by all companies involved in the call center industry.
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Preventive measures is better than be sorry in the long run. Security measures should be adopted at all time.
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A good idea, I think that similar laws shouls exist not only all over the USA, but in every country of the world nowadays.
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They need to move this law to all states. Identity theft is a terrible thing to go through. I have not had to deal with it personally but, have had my wallet stolen and my personal credit card used by someone else.
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Yes this is true as there is no security that your privacy will be disclosed to huge number of employeers of that call center.
There needs to be some strict action against them..
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Identity theft is a serious crime. It occurs when your personal information is stolen and used without your knowledge to commit fraud or other crimes.
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There are many executives which are caught every year due to security breach.
The access to data to call center executives is quit easy and some low quality call centers do not have much security about their data and this get leaked without making much efforts..
I think there must be more ammendment added to call center data breach act..
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I think that, in terms of security, it all comes down to how well call centers are able to select employees that they know are trustworthy. It's also about training them in such a way that they will understand the importance of keeping the details of their work confidential.
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I agree that there is a possibility of security problems in this case.
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You are right that Call Centers are a huge security breach point. Some Call center agents may even use our credit cards details.
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I remember an incident happened in our state. One call center agent helped an hacker to get the credits from another persons back
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I am also thinking about this.Is credit card debt considered an open account or a written contract?
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How can I be sure my data is not being intercepted? How can I tell if someone is viewing my data? Whats the best way to protect my computer from such threats?
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Monitor what the agent is saying with speech analytics. If they ever ask the caller for their credit card information, they are shut down.
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Divulging ones identity is a very scary thing. Trusting is very hard to do now. Nevertheless, there are security measures that you can count on. Just be choosy whom to say your information.
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Good point. I think this law should be implemented all over the world to prevent identity theft or something.
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That is true that is why I don't give a confidential information to those call center agent except my name. Don't trust anyone.
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That is why I don't give any information on a call center agent about my personal information especially credit card. Don't trust anyone.
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Why always court needs to pass some allegations? Why aren't people so smart enough that they can find everthing over internet where they don't need to reveal anything to a human being..
Over phone you are surely risking yourself as this phone call be from some fake company or person who is a scammer.
Mainly call centers are in India and the corruption is rising out there at immense rate!
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This is why i always hesitate to shop online because my hard earned money are spent there and some sort of security related issues are there.
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Information security has emerged as a significant concern for banks, mobile phone companies and other businesses that use call centers or business process .
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There is nothing that can be done! Companies are trying to make everything automated but it won't be possible for robots to handle call center calls and nor even they can make sucessfully make sales calls.
maybe something or the other needs to be involved to kick out the security problems..
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You are right that Call Centers are a huge security breach point. Some Call center agents may even use our credit cards details.
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I don't have any idea about this article but for me call centers are helpful when you want some advice.
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Call centers can be safe if you implement proper safety measures and install proper property warning signs
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It's also about training them in such a way that they will understand the importance of keeping the details of their work confidential.
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Of course if all call center agents were honest, then this would not be needed. This is as naive as believing that policemen would not be needed if you spent enough time getting all people to be honest.
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