The Voyage Advisory Blog

Industry news and insights from our team of experts.

Without some decisive action now, we could be on the precipice of a fraud and identity theft disaster on the heels of the COVID-19 epidemic.

Many contact centers regularly handle:
– Social security numbers
– Credit card numbers
– Addresses

Contact centers are working around the clock to build work at home programs. Nothing is more important than the safety of employees.

However, states are starting to open up. And as CCs start to think about the “new normal” it seems like there will be more work at home going forward.

Now is the time to think about how to reduce fraud and limit risk.

Many bricks and mortar contact centers have “secure floor” policies to limit fraud, such as:
– Agents leave their cell phones in a locker.
– They can’t even bring in a pen.
– They’re given a whiteboard, which is wiped clean at the end of the day.

But when working at home, all those designed physical safeguards don’t exist anymore.

It’s not pleasant to think distrustfully about employees. It’s a very small proportion of staff that would steal identities. However, when even 1 person steals customer information – challenges arise.

It doesn’t seem like enough people are worried about this. What steps are you seeing to limit fraud and identity theft risk in the midst of virtualization?