Posted inPCI DSS compliance
What's stopping card-not-present (CNP) fraud from breaking out in your contact centre? Are you wearing a magical ring of invincibility, sporting those lucky socks or crossing your fingers? If you want real protection, then read on.
Criminals are desperate to steal and exploit the debit/credit card details that flow into your contact centre environment. But few business leaders want to discuss CNP fraud. It's almost a case of 'it won't happen if we don't talk about it'. And this simply isn't sustainable.
CNP fraud isn't just lurking in the background ... it's a growing threat. In the UK alone, CNP fraud cost the nation £432 million and that’s set to rise to £680 million by 2021.
You can't see it, hear it or feel it but if CNP fraud breaks out in your contact centre, you'll soon know about it. The trouble is, so will your customers, competitors and the regulators when the breach becomes public.
CNP fraud is different
Many security threats can be tackled head-on with a 'point' solution that bolts the door or patches the software. But CNP fraud is different. It's like a toxic fog that can seep under doors and through keyholes in your contact centre environment, which makes it far harder to snuff out.
Wherever sensitive data exists, it will attract various CNP ghouls. It could be the rogue agent that scribbles down a customer's card details for personal use, a greedy employee who steals multiple records to sell online, or hackers that plunder your data. Even call recordings can be targeted.
Finding a way to stop all of these can feel impossible. But that's no reason to walk away from the issue and hope CNP fraud never happens.
Get answers to 3 fiendish questions
Eckoh has published a valuable guide to help companies explore and tackle the wide-ranging threats and uncomfortable truths about CNP fraud.
It tackles the three tricky questions that contact centres are struggling to answer:
#1: How can I protect my contact channels and data from CNP fraud?
#2: Can I avoid compromising the customer experience
#3: Is it possible to do this quickly, easily and affordably?
For many organisations, the answers may be surprising and a huge relief too. That's because it's possible to address each of these issues without major delays, costs and complexity. Solutions exist that can flex easily, stay ahead of the CNP threat and even secure new channels, such as Web Chat Payments and Apple Pay.
Today, companies such as Screwfix, Vue Cinemas, Whitbread and Thames Water are giving customers the confidence that their payments and card details are being handled in a secure manner.
 National Audit Office June 2017
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