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#cyberfraud | #cybercriminals | Cyber Security Month: How clean is your Contact Centre?

Source: National Cyber Security – Produced By Gregory Evans

Cyber Security Month: How clean is your contact centre? – Cyber Security Month aims to teach ‘cyber hygiene’ tips to consumers— but companies need to scrub up too, because contact centres can have dark corners where fraud festers.

One of the big themes of this year’s European Cyber Security Month is cyber hygiene — and how consumers can follow the kinds of daily routines, checks and behaviour that will help them to stay safe online.

The campaign offers security tips and advice to the public which ranges from using a firewall and not leaving your laptop unattended, to remembering to use a password on your phone and never opening email attachments from unknown sources.

It’s simple, sensible stuff. But consumers’ diligent personal care could be undermined — if the organisations they trust become breeding grounds for security problems themselves, especially around card payments.

During Cyber Security Month, Eckoh’s big question for companies is: How clean is your contact centre?

To find out, here are three ‘sniff tests’ for organisations:

Test #1: Are you still asking customers to read out card details over the phone?

In theory, there’s nothing wrong with this — but it’s risky if contact centre agents can hear the card numbers, see them on the screen, or be able to access them from call recordings.

Card Not Present (CNP) fraud is predicted to reach £680m in 2021[1]. All it takes is a rogue agent copying a person’s card details or doing this on a large scale and selling numbers to criminals.

Alternatively, digital card records could be hacked or even shared accidentally by clumsy employees.

The average UK company uses three different solutions to handle call payments. But they’re often fraught with risks and awkwardness. Pause-and-resume methods are prone to errors and feel disjointed, as agents dip in and out of conversations.

It’s also a poor customer experience if calls are transferred to another department for the ‘payment bit’. Rigorous agent vetting and the setting up of clean rooms, where pencils and mobile phones are banned, can help to raise security levels. But there’s always the risk of a lapse and a few bad apples.

Increasingly, consumers understand the sensitivity of their data and feel uncomfortable handing it over to strangers. In fact, 68% of consumers believe that reading their card details out over the telephone is not secure[2]. Customers need a payment system that gives them absolute reassurance.

Test #2: Can you handle every kind of payment securely?

The way consumers prefer to interact with organisations ranges from the web, phone calls and mobile apps, through to email, web chat, social media and more. In fact, some customers will flit effortlessly between these channels and expect organisations to keep up.

Increasingly, they’ll also expect to pay for items via whichever channel they happen to be using at any time.

What’s more, they may want to pay for items in a host of different ways. It’s worth noting that over half of all online transactions will be made using alternative payment methods by 2021, according to Worldpay.

This explosion in contact channels and payment services creates enormous pressures on contact centres. When it comes to card security, the ‘attack surface’ within contact centres is stretched more and more.

Companies can’t say ‘No’ to customer demands — or say ‘Yes’ to taking risks. They can’t afford to be able to handle some payments securely but take a chance with others. Criminals will hunt out any weak links, so it’s important that security is rock solid on every channel.

Test #3: Are you putting too much faith in PCI DSS compliance?

This sounds a bit like a trick question. Every company that accepts, processes, stores or transmits credit card information must achieve compliance with the Payment Card Industry Data Security Standard (PCI DSS) which puts you on the right track for processing card payments securely and reducing card fraud.

But PCI DSS is only a standard, it’s not a guarantee. Even if your contact centre achieved PCI DSS compliance a few weeks ago, you can’t be sure your security is watertight today. You’re still at serious risk of a data breach if there’s any lapse in security — an uncomfortable truth that can keep executives awake at night.

And it can happen all too easily. In fact, 90 percent of data breaches are caused by human error. What’s more, while compliance addresses some aspects of data protection it does not guarantee a secure contact centre.

So what’s the best way forward?

Cyber Security Month is a great way to educate consumers about staying safe. But more companies need to get serious about securing sensitive data, especially people’s card details.
A security breach can have devastating consequences. Even for small companies, the average cost of a cyber breach can be £267,000, so it’s no wonder that 87% of companies view cyber liability as one of their top 10 business risks.

Faced with growing threats and more data to defend, companies are increasingly looking to trusted payment partners to give them PCI DSS compliance and maintain it for them — by actually managing secure payments on their behalf.

With the right approach, contact centres can take payments over the phone, web and other channels, but sensitive card information is never heard, seen or recorded by their staff. Any sensitive data is simply passed seamlessly to their payment partner who authorises the transaction, without card details ever entering the contact centre’s environment.


Additional Information

Companies can discover more about contact centre security by downloading a free copy of the CNP guide from Eckoh.

It profiles fraudsters’ range of tactics — and the defence measures that organisations can take to stop them. Click Here to Download

Eckoh is a global provider of secure payment products and customer contact solutions, supporting an international client base from its offices in the UK and US.

Our secure payments products, which include the patented CallGuard, can be hosted in the cloud or deployed on the client’s site and remove sensitive personal and payment data from contact centres and IT environments. The products offer merchants a simple and effective way to reduce the risk of fraud, secure sensitive data and become compliant with the Payment Card Industry Data Security Standards (“PCI DSS”) and wider data security regulations.

Eckoh has been a PCI DSS Level One accredited Service Provider since 2010, processing over £1.5 billion in card payments annually.

Eckoh’s customer contact solutions enable inquiries and transactions to be performed on whatever device the customer chooses, allowing organizations to increase efficiency, lower operational costs and provide a true Omni-Channel experience. We also assist organisations in transforming the way that they engage with their customers by providing support and transition services as they implement our innovative customer contact solutions.

Our large portfolio of clients come from a broad range of vertical markets and includes government departments, telecoms, retailers, utilities, travel, transport, hospitality and financial services organisations.

For additional information on Eckoh visit their Website or view their Company Profile

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Australian Cyber Security Centre Conference (ACSC 2018)

Source: National Cyber Security News

General Cybersecurity Conference

 April 10 – 12, 2018 | Canberra, Australia

Cybersecurity Conference Description 

The Australian Cyber Security Centre (ACSC) Conference will be back in 2018, bigger and better than ever.

In its fourth year, the Conference will again feature leading cyber security experts from Australia and abroad, to discuss the latest threats, mitigations and advances in cyber security.

The ACSC Conference will be one of the premier cyber security conferences of 2018 and will provide delegates, sponsors and exhibitors with an opportunity to forge collaborative partnerships.

Our vision is to promote, inspire, and support women to recognise and embrace the opportunity of a career in cyber security. Through working collaboratively with Government, industry, and academia, we seek to ensure the cyber security workforce is equipped with the skills and diversity of thought to address security challenges into the future. To support this vision, the ACSC Conference 2018 program will strive to include an equal number of female and male speakers.

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WannaCry ransomware was the biggest challenge of the year, says cybersecurity centre

Source: National Cyber Security – Produced By Gregory Evans

The WannaCry ransomware attack was the biggest test of the year for the UK’s new cybersecurity body. The National Cyber Security Centre’s (NCSC) annual review marks a year since it started work, although it was officially opened in February. In those 12 months, the NCSC says 1,131 cyber incidents have…

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Cybersecurity breaches: Centre is looking to roll out this major innovative approach

Source: National Cyber Security – Produced By Gregory Evans

The government is working on creating a single framework for reporting breach of cyber security at financial institutions and a working group is soon likely to be formed, sources in the know told FE. The government is working on creating a single framework for reporting breach of cyber security at…

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Passwords at centre of latest cyber security campaign

Source: National Cyber Security – Produced By Gregory Evans

Passwords at centre of latest cyber security campaign

A new cyber security campaign has been launched to help improve the ‘password hygiene’ of the Brock community.

Brock ITS Services is reminding people to change their passwords regularly and to make them strong by including numbers, symbols and characters.

In order to keep information protected, passwords should never be shared or made visible.

Tips from ITS:

Pick a strong password that is difficult to guess and contains a mixture of letters, numbers and special characters. One method is to pick a memorable sentence to convert into a password. For instance, “The best university in the world is Brock University!” could be used as “TbuinwiBU!” by using the first letter of each word. An entire sentence can also be used with special characters in a pattern. For example, “My cat has furry feet” could be used as “My, cat,has,furry,feet!”
Use different passwords for different services.
Do not share your passwords or make them visible to anyone.
Change your password every four months.
Use a password management program or service.

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Government’s Joint Cyber Security Centre plan dealt blow by ACSC survey

Source: National Cyber Security – Produced By Gregory Evans

Government’s Joint Cyber Security Centre plan dealt blow by ACSC survey

The government’s ongoing efforts to better share cyber threat intelligence with agencies and the private sector have been dealt a blow by the findings of an Australian Cyber Security Centre (ACSC) survey. The ACSC survey of 68 ‘major businesses of national significance’ and 45 government organisations, published today, found that only only seven per cent … Continue reading Government’s Joint Cyber Security Centre plan dealt blow by ACSC survey

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Atlassian’s executive poached by Australian Prime Minister to run cyber security centre

Prime Minister Malcolm Turnbull attends the 199th Birthday lunch for the Westpac Banking Group in Sydney, Wednesday, April 6, 2016. (AAP Image/Dean Lewins) NO ARCHIVING

Source: National Cyber Security – Produced By Gregory Evans

Atlassian’s executive poached by Australian Prime Minister to run cyber security centre

The federal government has poached Atlassian’s head of security Craig Davies to lead its new Cyber Security Growth Centre (CSGC).
Davies, who has spent more than a decade in high-growth tech ventures, is also the former chief of security at

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Government to create Computer & Cybercrime Management Centre to deal with crimes like social media abuse & cyberterrorism

zimbabwe-internet-security

Source: National Cyber Security – Produced By Gregory Evans

Government to create Computer & Cybercrime Management Centre to deal with crimes like social media abuse & cyberterrorism

Zimbabwe’s draft ICT legislation on cybercrime, electronic transactions, and data has drawn a lot of attention in the past month as an increasing number of citizens pay close attention the impact that these laws will have in their lives.
At

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Cyber Security Takes Centre Stage in UK Government’s Strategy

hacker-cyber-security-300x350Your ads will be inserted here byEasy Plugin for AdSense.Please go to the plugin admin page toPaste your ad code OR Suppress this ad slot. The UK Department for Culture, Media and Sport recently released a statement on cyber security, in which it urged businesses to take better care to protect against cyber criminals. This […] View full post on AmIHackerProof.com | Can You Be Hacked?

Woman attacked in Carlisle city centre by man she met on dating website

A drunken man who carried out a vicious unprovoked street attack on a female friend was told in court: “Never ever repeat that behaviour towards anyone.” Mitchell Jay Robinson, 22, received the stark warning when he appeared in front of District Judge Gerald Chalk. Robinson’s crime had been to turn on Hannah Carthy and repeatedly kick her as she lay on the ground in Carlisle city centre. Read More….

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