Contact Center Fraud Prevention Starts with Agent Training
September 16, 2013
By Mae Kowalke
, TMCnet Contributor
Like most things in life, the devil is in the details when it comes to ensuring security in the contact center.
A friend of mine recently was left stranded in Indonesia when his bank refused to let him take out money while traveling. He called the bank’s security team from the airport so he could get the mess straightened out and purchase his ticket, but there were so many security steps that he couldn’t navigate through all the security questions before his sketchy phone connection cut out.
His solution to the problem, however, involved impersonating his father when calling a bank with less stringent contact center security standards.
This highlights the problem: Too much security can create a poor customer experience, but too little security can expose customers to fraud.
The solution is providing contact center agents with the right amount of training.
Agents must balance customer issues quickly and efficiently while authenticating identity, and the key is to be flexible but mindful of getting proper identification. Even if a customer is in a hurry, identification should not be rushed.
"They find themselves bypassing existing processes, thereby unwittingly giving out information they would not have given out had the circumstances been different," noted Jerry Silva, who lead the global retail banking practices for International Data Corp (IDC (News - Alert)).
Agents who take shortcuts dangerously expose a company’s customers to fraud, an increasingly large issue as more data moves to the cloud. All it takes is a little login info for fraudulent activity, and in many cases an agent might not even know they are passing info that unlocks an account.
One technique is calling twice, first for a less important piece of personal identification and then calling a second time and using that info to lull an agent into giving out more compromising info that then can be used for an online account breach, according to several security experts.
Contact centers must train agents to not yield any info.
They also need to make sure that company policy does not implicitly encourage shortcuts. This can be the case when call resolution times are stressed too strongly. While it is important that agents handle calls efficiently, an over-emphasis on the single metric of speed can lead to agents skipping steps in protocol to keep calls moving. This then can open the door for fraud.
The majority of agents successfully ward off criminals every day. But all it takes is one mistake to open the door for fraud. Contact center managers
need to make sure they make their agents realize how high the stakes can be.
Edited by Rachel Ramsey