What Agents Need to Know to Keep the Call Center Secure
When it comes to cybersecurity and keeping people’s private information safe from others who are trying to steal it, phishing attacks that are sent via email or text message and cyberattacks that try to creep in unnoticed are not the only things people need to worry about. Indeed, inbound call center agents must constantly be on their guard for social engineering criminals, or people who are calling the call center and masquerading as customers in an attempt to access private information that isn’t theirs. Here are three steps agents should be taking to keep the call center secure and their customers safe.
Use Multi-Factor Authentication and Encourage Your Customers To Do So Also
Multi-factor authentication (MFA) is an incredible tool for keeping data safe from social engineers. Without question, agents should be using MFA to gain access to customer databases, sales systems, and any other apps or software that is integrated with the call center platform so that no one else can use their account to access the system. MFA is also incredibly important for customers. It doesn’t matter if a scammer has a person’s name, address, or even the technology to replicate their voice—if they don’t have that person’s phone or additional device in order to complete MFA, they won’t be able to access anything. For this reason, it’s vital that agents check the levels of security that a customer has in place during every interaction, regardless of the reason for the call. If they see that a customer has not completed the set-up for MFA, they should always ask if the customer would like to complete it or encourage them to do so on their own time.
Don’t Let Empathy Bypass Security
We’ve talked many times on this blog about how important it is for call center agents to be empathetic with customers in order to establish trust, reduce frustration, and provide the best possible customer experience. But when it comes to security measures, they should never be bypassed in the name of empathy. What does that mean? If you get a call from a customer and there’s noise in the background of the call that suggests they are short on time or trying to get the call done quickly, such as a crying baby, yelling kids, or sounds that suggest they are waiting in line or somewhere like the DMV, don’t let those circumstances convince you to skip steps in the security process. These sounds, or stories from the customer that create a sense of urgency, could be manufactured by social engineers to convince call center agents to speed things along in the name of customer satisfaction. But even if the customer is pleading for things to go faster or claiming that they don’t have access to their phone or email because of the situation, never yield. Always follow security protocols, no matter the situation.
Stay Up to Date on Training
Studies have shown that making agents aware of social engineering attacks and the strategies these criminals are using to try to manipulate them into providing access to customer information is the best way to reduce attacks and limit risks to both the customers and the company itself. So just as it is critical to ensuring customers receive the best possible service from agents, regular training is also the key to fighting social engineering attacks that come in the form of a phone call. Agents should be trained to recognize signs that can tip them off to a scammer, what steps they should take thereafter, and how to report the incident in a way that helps strengthen the team’s overall protection against social engineers going forward.
Experienced social engineers can be dangerous—unless your agents are well-prepared to protect your company and your customers from them. For more support in helping your agents with this, as well as the cloud-based software you need to run your call center, contact CallShaper today.