The Call Center: The Perfect Breeding Ground For Retail Fraud
Written by David TaylorMarch 18th, 2009
Call centers have very high turnover, often more than 30-40 percent per year. Not only do these people represent your brand, but they also have access to lots of confidential data, well beyond card data, which creates significant potential for fraud and theft.
In addition to monitoring--audio, video and even key logging--call center employees, call centers are sometimes classified as "sensitive areas" (per PCI 9.1.1), but GuestView PCI Columnist David Taylor argues that that has caused some companies to build walls and erect partitions to physically isolate the call center or those specific agents who have privileged access to card data or other confidential data, an approach that may cause as many problems as it fixes.
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2 Comments | Read The Call Center: The Perfect Breeding Ground For Retail Fraud
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Our Comment SPAM system is getting very aggressive these days and has been blocking legitimate comments. If you post a comment and don't see it appear within 2 hours or so, can you please send a heads-up to customer-service@storefrontbacktalk? Ideally, please include the time you posted the comment. That will allow us to try and hunt for it. Thanks! P.S. We're working on fixing the system, but we don't want to lose any valuable comments in the meantime.
Our Comment SPAM system is getting very aggressive these days and has been blocking legitimate comments. If you post a comment and don't see it appear within 2 hours or so, can you please send a heads-up to customer-service@storefrontbacktalk? Ideally, please include the time you posted the comment. That will allow us to try and hunt for it. Thanks! P.S. We're working on fixing the system, but we don't want to lose any valuable comments in the meantime.
-Ed
March 23rd, 2009 at 7:24 pm
WHY are all cubes built to at best, 1980 specs, with my back, and the screen I am working on, facing OUT to anyone who walks by? Aside from the poor design of the cube ergonomically with just about everything at the wrong height, it seems no one is thinking about the real world. But that could just be me.
Grins,
RW
March 23rd, 2009 at 10:42 pm
Rob,
Well, people have changed a lot since the 1980s. They’re taller now, of course. Plus, back in the 1980s, people’s screens were green and boring; now people can watch us as we play movies on YouTube all day!