Our series of customer experience (CX) webinars continued recently with a focus on protecting your contact center from hacking and fraud. The full title of the webinar was ‘The Five Best Practices for Fraud Prevention and Minimizing Operational Risk’ and featured industry analyst Michael DeSalles from Frost & Sullivan and Alan Winters, Teleperformance Chief Privacy Officer.
Michael started by describing the current fraud landscape. He said: “I have gained a lot of insight thanks to suppliers all over the world allowing me to study them in person. I see three main areas where you need to consider different types of fraud. First is the physical security, such as who can access your building and what happens if there is a natural disaster. Second is the network and how you are protected from hacking. The third is compliance to international standards.” He added: “I believe the opportunities for fraud and attack are numerous across these three areas.”
Michael emphasized the need to have a corporate culture that encourages everyone at every level to fight fraud because, in most cases, fraud is facilitated from inside a company rather than just being malicious hackers on the outside. He said: “The majority of fraud does involve at least one person on the inside, and this is particularly important for contact centers. You have a large number of people in a contact center, often with new hires arriving constantly, and they have access to customer information.”
Michael stressed that agents need to be reminded of their role in fraud prevention: “You need to remind the agents on a daily basis that protecting against fraud helps the organization and that gives them a long-term future in the business.”
After Michael outlined the main security gaps and areas where risk is greater, Alan talked about some of the steps required to mitigate risk. He said: “To manage this, you need to integrate your approach to compliance, security, and privacy. Each of these requires the other for success – they are complementary and should be managed together. In Teleperformance, we have brought these disciplines together by standardizing processes. If you go to London or Bogotá, our processes and communication will all be managed the same way.”
Alan described the steps that Teleperformance undertakes whenever working with a new client to ensure that the partnership is focused on reducing the risk of fraud. He said: “We always undertake a Security Risk Assessment when working with a new client. This allows us to create a holistic approach to working together in a way that mitigates the risk for fraud.” He added the five important steps that combined create a secure environment: “The first is leadership from the CEO – your leader needs to set the agenda and create a security-conscious culture. Second is using technology to track and monitor activity in the contact center. Third is the integration of privacy, security, and compliance. Fourth is the standardization of processes, and finally the security risk assessment.”