There are a few reasons for the rise in the number of attacks against call centers: According to a survey published by TRUSTID, 51% of respondents working in the Financial Services Industry identified call centers as the main channel for account-take-over attacks.
Recently, these malicious third parties’ main target has become call centers which handle a large volume of personal data such as card numbers, social security numbers, and birthdates. Just as businesses constantly enhance their IT security to prevent cyber-attacks and guard their digital assets, hackers and fraudsters are also improvising and finding new paths to illegally obtain data and infiltrate systems. WHY CALL CENTERS HAVE BECOME THE MAIN ATTACK SURFACE FOR FRAUDSTERS AND HACKERS In this article, we will address how VoiceBase’s automated data redaction technology can effectively address security threats and also help organizations achieve compliance with PCI standards and Privacy Laws such as GDPR. Compliance with PCI standards and privacy laws present challenges to call centers as well. While tackling all these various threats necessitates robust organizational measures, staff-training, and a shift in company culture, implementing technological solutions also plays a vital role in preventing threats. Cyber attacks can lead to stolen call recordings, listening to calls in real time, and illegal sales of call recordings by call center agents are all examples of threats for call centers. Personal data such as credit card numbers and social security numbers hold great financial value and are often bought and sold on the dark web by cyber criminals.ĭue to these characteristics of call centers, they are constantly exposed to both internal and external data security threats. They are the main channel where customer problems are addressed, and sensitive data are shared. Call centers are a rich source of sensitive personal information, particularly financial information such as credit card details.
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