What security threats do call centres face?
There are actually two main types of threats that you as a call centre manager and IT department should take into account:
OK, most of these threats aren’t as insidious as the term makes them sound (leaving aside that disgruntled agent hoping to cash quickly via fraudsters), but the fact is that data breaches are in most cases the result of call centre agents.
For example, an agent may open a link in a phishing email sent by a cybercriminal to gain access to the agent’s computer.
Sometimes agents do not pay close attention to documents containing customer data that have been left for other eyes to see.
Many internal threats are simply coincidences and can be avoided with a good call centre security training plan that all agents should participate in and keep up to date.
When a cybercriminal tries to infiltrate a call centre’s security measures, we are talking about external threats.
There are many ways for cybercriminals to get information, but one that is gaining a lot of popularity in the call centre world is ATO.
Account Takeover (ATO) is a part of identity fraud in which a cybercriminal pretends to be an agent in order to get personal information.