One in ten companies provide all employees with access to customers’ personal information, and one in twenty with access to customers’ payment details. Security awareness is key to ensuring contact centre staff, as well as employees throughout an organisation, are provided with the necessary knowledge to protect customer data and realise its importance.
With GDPR and MiFID II coming into play in 2018, businesses must also ensure that the infrastructure holding sensitive data is secure. One way organisations are ensuring infrastructure is secure whilst also combatting the insider threat is by turning to secure cloud-hosted platforms to hold card payment information. Instead of relying on employees to handle the sensitive personal information, payments are routed via a secure payment platform. This means that agents can see the transaction is taking place but crucially, have no visibility of the customer’s sensitive card numbers or data.
With no sensitive data taken, processed or stored on site, the risk of insider fraud is completely removed and the agents themselves are protected from potential criminal coercion. Secure payment systems can also boost customer confidence, as they no longer need to verbally hand their details over to anyone, and improve the customer experience in the process.