CONTACT CENTRES
On Guard One of the best things about a contact centre is its ability to provide customers with a seamless, multi-channel support experience, allowing them to reach out via phone, email, chat or other platforms, all while having access to their complete customer history for a personalised and efficient interaction, ensuring issues are resolved quickly and effectively. For reasons sometimes unknown, bad actors step into the frame, trying to ruin the relationship between companies and their customers, via the contact centre.
another agent and suddenly doors are open to bad actors to take advantage, if customer identification has not been thoroughly verified. Prevention is Better than Cure Quite a few steps to protecting Contact Centres and their customers come at little cost. Often the answer lies in vigilance, training and monitoring, the steps most companies take when they care about protecting their customers, and their brand or company’s reputation. Additionally, vigilance to the alerts, and interpreting hidden dangers, is the sign of any good call supervisor or contact centre agent. Red Flags UC Advanced lays out some of the flags and warning signs that Contact Centres could encounter. A balanced approach should be taken, as often simple explanations can be at the root of many of the following call-alert situations. Vishing (Voice phishing) When a caller makes multiple requests to change sensitive information such as passwords, contact details or banking information in a short period. The caller is attempting to steal personal information by using social engineering tactics, pretending to be a representative from a bank or tech support, or imitating the person themselves.
Shh!
Relationship Destroyers Who are these so-called “bad actors” in contact centres? There are many, and in most crime cases there are those that act intentionally and those that act recklessly and carelessly. Humans are fallible, and most contact centres will have a contact centre agent who can be open to manipulation, fooled by deceptive tactics into providing confidential information. Poor training and a lack of multi-factor authentication are common weaknesses fraudsters exploit. Cross- channel approaches involve multiple channels being interconnected as well as interactive, however it also means a simple product query on a company website gets an agent to access the customer’s previous history, escalating the query to
Humans are fallible, and most contact centres will have a contact centre agent who can be open to manipulation...
34
Powered by FlippingBook