Many contact centres are continuing to struggle with fraud and fraudulent behaviour of rogue staff. Now that most, if not all, cards in Australia are EMV compliant, fraud is moving to Card-not-Present (CNP) payments channels. Online and Contact Centres are the new battleground. The Australian Payments Network 2018 Annual Review noted CNP fraud accounted for almost 85% of all fraud on Australian cards. There have been several reports in the press last year of contact centre staff convicted of fraud. Their fraudulent behaviour included card and account skimming and harvesting of personal data including name and address information, bank account details, transaction balances and histories.
The rogue Agents had all been vetted either by the Contact Centre Managers, HR or a Labour Provisioning company at significant effort and expense. The vetting did not raise any red flags and they received access to sensitive data and to payment systems.
So, when temptation got the better of them, Agents were able to move money from customers’ accounts to their own account and sell on personal information including credit card and bank account details to fraudsters. Eventually, they were caught, charged by Police, went to Court and were convicted all at the company’s expense. The worst part of them being caught was that the Company was alerted to the fraudulent behaviour by valued Customers. A Customer whose trust you now must rebuild along with your reputation.
How are you going to rebuild Customer trust and your reputation in the market?
The most effective way to combat this type of fraud is to remove the temptation. What we mean by this, is stopping credit card and bank account information being visible on Agents screens, ensuring it does not enter the Contact Centre or is sitting on servers in data centres.
In our experience, we have seen our Customers try a number of things such as;
- Spend more time, effort and money on vetting new hirers, which may improve the overall quality of staff, but didn’t actually remove the temptation.
- Ask their other trustworthy agents, to work in a sterile clean room which stopped Agents from noting down Customer details did nothing for morale and prevented the use of home-based agents
- Put more checks and balances in place, killing productivity and call handling times
- Increase the number of audits which is intrusive and a management overhead.
Even though they tried a number of things, the temptation remained. Removing the temptation is easier to do than you think using the SecureCo Secure Contact Centre solution which employs DMTF masking technology to protect credit card data and empowers the Customer by letting them keep control of their credit card and bank account details. The Secure Contact Centre solution allows Customers to enter their credit card details into your CRM via a hosted payments page using the keypad on their phone. This is a great way to show you take their security seriously and are protecting their credit card and bank account information from fraudulent behaviour.
The solution is delivered as a service and is designed to sit passively in the call, until the Customer is ready to make a payment. When the customer is required to enter their credit card details or account details, the Agent places the call into secure mode. The Customer enters the relevant information using the keypad on their phone. If the customer enters incorrect credit card information, the Agent can ask the Customer to re-enter in the credit card information improving the customer service. For added security, SecureCo will process payments on your behalf.
There is no longer a need to transfer the customer off to an IVR or pause your voice recording technology. In fact, you can save the expense of having pause and resume technology.
The Agent no longer sees or can capture your Customers credit card or bank account information and therefore they can no longer be tempted. Your Company does not have to increase the level of vetting, the number of controls and checks or the number of audits which can only improve call handling times.
If you are one of the 16% of Contact Centres in Australia using home-based Agents or are considering it, you can do so safe in the knowledge that your Customers will be protected from fraud or fraudulent behaviour and your home-based Agents are able to fully support your Customer’s needs.
There is also an ancillary benefit, the solution ensures that your contact centre is out of scope for PCI compliance.
You now have a trusted work environment where your Agents can focus on delivering a great Customer experience.
If you would like to know more about how SecureCo is helping Contact Centres in Australia protect their Customers against fraud or about the secure omni-channel payment solutions such as webchat and SMS payments, please enter you details on our website or if you are attending Contact Centre Week arrange a one-to-one meeting and demo.
 EMV is a security standard for storing account information on credit cards. It’s an alternative to the magnetic stripe (mag stripe) that has traditionally been used to store information on the backs of cards. It’s a more secure way to store information, providing better protection against some forms of credit card fraud. EMV stands for “Europay, Mastercard, and Visa,” the three companies who began this initiative.
 2018 Australian Contact Centre Industry Report by Fifth Quadrant. It is expected that this number will grow to 37% of Australian Contact Centres in 2019