![\"Agent](\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2019\/05\/csrsec.jpg\")
\nSo far, call centres have found it tricky to hit the right mix between security and customer service. Putting strong, traditional security measures in place generally impact customers\u2019 experience \u2013 often to an organisation\u2019s detriment \u2013 meaning that an organisation might be tempted to slack on data privacy and security. But, this then puts an organisation at risk of a more painfully expensive data breach.<\/p>\n
So, what\u2019s an organization to do? Consumers want a speedy, frictionless process, and competition can drive this as a priority over security. Consumers themselves often choose convenience over security \u2013 as evidenced by weaker and multiple-use passwords \u2013 which reduces the effect of an organisation\u2019s security methods anyway.<\/p>\n
Rescue attempts<\/strong><\/p>\n Authentication measures at a call centre can help to keep fraudsters from resetting passwords, and then using these credentials on web and mobile apps. Currently, call centre identification still relies on those easily accessible knowledge-based authentication (KBA) questions such as your mother\u2019s maiden name and your favourite food. However, any cybercriminal worth his weight in stolen data will be able to find this information more easily than you will probably remember it!<\/p>\n Some organisations have tried to move on from this comfortable habit of KBA, and have implemented some form of authentication using voice biometrics or one-time passwords (and you can read our views about those here<\/a>).<\/p>\n However, as the technology to trap fraudsters evolves, so too do the fraudsters\u2019 skills, and they always seem to be one step ahead. They can now beat single-factor authentication security methods, and fool traditional single-factor voice biometrics. It\u2019s not a higher-grade achievement for a fraudster to find their victim\u2019s voice on the internet or use voice modification synthesis software.<\/p>\n A way out?<\/strong><\/p>\n The importance of call centres is not going to go away any time soon. There is a demographic \u2013generally more tech averse \u2013 that prefer using call centres. And at the same time, the rise in omnichannel is making human interaction invaluable. This need forces organisations to staff call centres with people who provide a customized service. So how are organizations going to handle this dilemma of security?<\/p>\n What if you could, with a high degree of certainty, know who was on the other side of the line? What if you could reduce the average time of calls, and hence the cost of each call? Call centre authentication and fraud prevention can work hand-in-hand to achieve a positive customer experience without sacrificing identity assurance.<\/p>\n What if you could identify someone using something they have with them all the time \u2013 their mobile phone? Using an out-of-band, strong customer authentication solution, you can make the mobile phone a possession factor.<\/p>\n And if you combine that possession factor with a knowledge factor or an inherence factor, you ensure the legitimate owner of that phone, and can continue transacting with peace of mind.<\/p>\n In every industry, organisations will be aiming to improve operational efficiency. But any gains made will all be lost if security is not factored into the equation.<\/p>\n About the Author<\/strong><\/p>\n In the call centre industry, organisations are aiming to improve operational efficiency. But any gains made will all be lost if security is not factored into the equation..<\/p>\n","protected":false},"author":417,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[2],"tags":[180,12,145],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/16105"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/417"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=16105"}],"version-history":[{"count":7,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/16105\/revisions"}],"predecessor-version":[{"id":16118,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/16105\/revisions\/16118"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=16105"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=16105"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=16105"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}![\"Simon](\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2019\/05\/simonrodway.jpg\")
<\/a>Simon Rodway<\/a> is an experienced software solutions architect and software developer and has worked on a wide variety of technical and business driven projects. As pre-sales solution consultant at Entersekt, Simon is tasked with supporting their European team in business development across the region. His extensive work experience in the information technology and software development industries, at global companies such as IBM, ensures that he can leverage a refined industry perspective in growing Entersekt\u2019s presence in the European market.<\/p>\n","protected":false},"excerpt":{"rendered":"