Wednesday, 30 May 2007

How Secure is your Bank's Call Centre?

I have long suspected Call Centres are one of the main places where Credit Card and Bank details are stolen. Today BBC Scotland will air a TV programme where they have uncovered this as a fact. The BBC sent in an undercover reporter into a Scottish Call Centre, operating on behalf of several financial sector organisations. The report showed how lacs the security training and security controls were, with the reporter easily able to write down and remove personal banking details at will. The programme also focuses on how organised gangs have infiltrated the Cal l Centre, and traces back a guy who had his account used for money laundering, by a gang operating out of the Call Centre.

UK Call Centres are renowned for having a high staff turnover and low paid staff, so it’s a no brainer that this is a recipe for a higher tendency and greater risk for internal fraud.

However my personal worry is with those "offshore" Call Centres in countries outside the European Union. I mean, if you take Health and Safety for example, it is fair to say the standards are no where near the UK standards in countries Asia, so just imagine how far behind they are in the Information Security field. In my view this is about cost savings and profit ahead of customer security.
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