Call centres in mainland Europe are a very weak link in the international fight against fraud. The often inadequate protection benefits cybercriminals. Underestimating the problem has serious consequences; not only for the society, the companies, themselves, are also at great risk.
BrightContact in Utrecht is a specialist in customer care security. According to managing partner, Wim van der Hulst, many European government institutions and businesses are lagging far behind in protecting their customer data. Only in the United States and parts of Asia are the necessary techniques to keep criminals at bay being utilised on a large scale. For example, anyone in America who calls a bank’s call centre may assume that a profile of him or her is created in order to assess the risk of fraud. A ‘print’ of the voice is collected by the databases, the connecting lines and equipment are checked, and call centre employees are immediately alerted in the case of suspicious patterns.
15 March 2016
