Worried About Call Center Security? You Need More Than the Force

Posted by
Ciaran Doyle
LivePerson Contributor
Monday, May 4, 2015 - 12:16

Your operations are locked up tight. Your employees have been thoroughly screened and require appropriate credentials to enter your facilities, which are, in turn, physically protected. Your website is encrypted. Your technology infrastructure has brand-name firewalls, DDOS blockers, load balancers, and more for first-rate security, scalability, and resiliency. You’ve built an impenetrable fortress, a veritable “Death Star” of a customer care operation. And yet…

All it takes is a small but persistent band of hackers (a Rebel Alliance, if you will) to compromise customer and employee credentials and cause a major catastrophe that brings down your Galactic Empire.

But how? What could be the weak link? Vulnerable technology? Outdated procedures? A small thermal exhaust port about two meters wide? More often, it’s human error and empathy for customer care that leads to a breach in security.

Perhaps I’ve gone a bit overboard in honor of Star Wars Day, which is today (May the Fourth), for those not familiar. But businesses do have a major weakness that is far easier to exploit than a target the size of a womp rat (okay…I’ll stop).

Voice exposes a critical flaw in customer care operations

Unlike all other security elements businesses use to protect themselves, people are the least predictable and least reliable. The emotional aspect of hearing a customer’s plight can impact any unknowing customer care professional, without knowing that they are being duped into decision.  

And, for example, why wouldn’t you help an elderly sounding woman send money to her grandson’s account so he can pay his tuition? Seems perfectly reasonable. Unless you knew that she was actually a man impersonating that grandmother and was not calling from the same state as the account holder — not even the same continent. But how could a customer care professional even know that?

The answer is simple: messaging.

The force is strong with messaging

By utilizing live digital engagement throughmessaging, you unearth a treasure trove of data to validate and corroborate a customer’s identity and intentions. This includes customer location, past navigation history, and information from associated CRM or other account management systems. You can also tell if this alleged grandmother has used other aliases from her IP address.

And extending service across devices, brands can (and should) meet consumers where they already are — via mobile messaging. The mobile revolution is here, and consumers want to engage with their favorite brands as they would their friends and family. According to Pew Research, more than 90 percent of adults owned a cell phone back in 2013. For those worried about 65+, upward of 75 percent of that demographic owned a cell phone as well.

So, this May the Fourth, instead of wondering if there is some small, seemingly insignificant flaw in your Death Star waiting for a more sinister Luke Skywalker to blow up, start moving customers to the channel that provides a deflector shield of data.

May the power of chat be with you!

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