Personal ID theft

Personal ID Theft

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Personal ID Theft

The incidence of news stories about ID theft and data breaches where employee or customer data has been compromised has driven Americans to become very cautious about disclosing personal information over the telephone.   

In terms of the call center industry such data security concerns can obviously affect the bottom line for telemarketers.  However, even inbound call centers need to be aware and sensitive about  ID theft fears.  When consumers call customer service for assistance, for example, they expect to be asked for some identifying information to correctly associate the caller with a subscription, account or membership. An account or member number should suffice, but in some instances these numbers may not be readily available to the customer.  Therefore, a different identifier may be required.  

As we all know, searching a computer system by using the caller's name can be useful, but very time consuming.  Given its uniqueness, the customer's social security number (SSN) may be the searching criteria of choice.   In such a case the agent should be careful to explain the reason why the SSN is necessary, and should be understanding in case the caller refuses to disclose it.  

In reality, even rudimentary customer management systems have the ability to search accounts by other, less intrusive criteria.  Reps should never insist in having the customer provide their social security number and should instead politely acknowledge the concern and move on to another searchable item.

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REFERENCE: CARTOON # 11