04/4/16  |  Leave your thoughts Lock

Buyer Beware: How is Your Information Protected Inside the Call Center

Filling your car up with gas at the pump, buying groceries at a register, shopping online and paying your bills over the phone—these are all vulnerable moments when it comes to using your credit card. According to the Bureau of Justice Statistics, an estimated 17.6 million American’s were victims of identity theft in 2014. Of those, 86 percent experienced misuse of an existing credit card or bank account, which could have been lifted during one of these high-risk times.

An area that is highly susceptible to fraud is when sharing sensitive information with a call center. The grocery store has a point of purchase terminal where you are in control of your card. Online retailers use Verisign, SSL and other security software to make sure your transaction is secure. Call centers, however, are lagging behind when it comes to securing your personal information.

Because you are unaware of what is happening on the other side of the phone, you can’t be sure your information isn’t being misused or lifted. The person—who could be at an offshore location or an at-home worker—could be writing the information down (and who knows where that piece of paper ends up), or someone could be listening over their shoulder when they repeat a number back to you.

SecureCall, a KomBea product offering, can protect your information. You would no longer have to verbally give your information to an unknown individual. With SecureCall, call center agents never see or hear your sensitive information, such as credit card numbers, social security numbers and birthdates. You would simply provide your information using your phone’s keypad, while the agent merely sees dots appear on their screen and hears monotone beeps. Before your card is charged, SecureCall requires the agent to play a text-to-speech message, 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.”  This allows you to verify the transaction amount and SecureCall can optionally email you an audio recording for your records.

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