A Computeractive article states, “British businesses must bring their offshore calls centers back to , said anti-fraud specialists Early Warning.” This is due to a theft of consumer’s personal information which includes credit card details and even bank details.
This is a real concern and has been going on for years. I’ve experienced and witnessed this kind of situation and the picture is ugly. There is a difference now from years ago. The regulations and contracts are stricter. This has made financial institutions felt more secured when outsourcing their businesses to call centers in other countries.
So, what do we do to prevent it?
Background Checks When Hiring
Everyone to be hired for the project should go through a full background check before they are hired. This includes previous jobs, character references and possible criminal records.
Confidentiality Agreements
One should sign a confidentiality agreement. All rules should be stated and oriented on, making sure that each employee understands the legal consequences in case this is breached.
Secured Work Area
There should be a separate work area that only employees working in the project should be allowed within the premises. Under no circumstances can anyone loiter the floor.
Tight IT Infrastructure
Computers should only access CRM systems and nothing more. No internet access is allowed. No Notepad or Office software allowed.
Paperless Environment
The easiest way to get credit card details would be writing it on a piece of paper or notebook. If you can’t avoid it, then everything has to be shred at the end of the shift.
This just touches a small surface and the rules are indeed stricter but it will save you the headache from a major law suit.
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