The growth in consumers swiping, tapping, and clicking to purchase goods and services has given rise to increased credit card fraud. And while security measures continue to tighten, call centers have fallen greatly behind – providing a ripe environment for fraudsters.
Call centers should take cues from online retailers who use Verisign, SSL and other trusted indications of a secure transaction. Likewise, instore retailers have evolved so the customer never hands the card to the clerk. In both cases, the customer is given an opportunity to review and approve of the charge with a signature, PIN or click to ok. It is time for call centers to provide equivalent security measures to protect their customers.
SecureCall, a KomBea product offering, provides this protection for call centers. Customers no longer have to hand their information over to an unknown individual—which could be at an offshore location or to an at-home worker. With SecureCall, call center agents never see or hear sensitive information, such as credit card numbers, social security numbers and birthdates. The consumer provides this using their phone keypad, while the agent merely sees dots appear on their screen and hears monotone beeps. Before the card is charged, SecureCall requires the agent to play a text-to-speech message to the consumer such as “You are authorizing a one-time charge to your Visa card ending in 1234 in the amount of $38.25. If you agree, state your full name now.” SecureCall can optionally email an audio recording of this transaction to the consumer and save it as part of a company’s records should any dispute arise. This feature alone greatly reduces chargebacks and disputes.
SecureCall can be easily and affordably implemented in call centers that take credit card and other sensitive information over the phone. By providing the same protection consumers experience on the Internet or at their local retailer, SecureCall drives higher consumer confidence and satisfaction. Additionally, SecureCall eliminates the temptation and opportunity for call center agents to write down, memorize, and sell this information to fraudsters. SecureCall removes the opportunity for agents to purposely or mistakenly overcharge. And for call centers paying hefty sums to become PCI compliant, SecureCall greatly reduces the scope and cost.
SecureCall is changing the way call centers handle consumer information, thereby mitigating risk for the call centers, consumers, financial institutions, and merchants.
KomBea Corporation, located in Salt Lake City, Utah, has been helping call centers become more compliant, secure, and efficient for over 12 years. More information is available at www.KomBea.com.