As you read this blog post, large volumes of communications are streaming into your customer care center via telephone and the Internet. Most of these communications are coming from customers who are looking to gain access to their private accounts.
On the other hand, some of these callers are professional scammers using social engineering tactics to try and gain access to your customers’ sensitive data.
What is social engineering? It’s a strategy in which hackers convince employees to break underlying security protocols and comply with their requests for information or services. Most social engineering attacks against corporations are deployed using email phishing, telephone vishing and direct impersonation.
Research from Social-Engineer.Org indicates that social engineering is used in over 66 percent of all attacks originating from hackers, nation states and hacktivists.
Social-Engineer.Org also reports that 67 percent of employees they ask will dole out private information related to birthdates, employee numbers and social security numbers. Equally as frightening, the group claims that 90 percent of employees will provide not just the spelling of their names, but also their email addresses—without confirming the identity of the person requesting the information.
With these figures in mind, think again about all of your contact center’s incoming communications. How many hackers will have successfully obtained sensitive information that does not belong to them by day’s end?
There’s really no way of knowing due to the limitations of your current identity verification strategy.
Using voice biometric identity verification technology, customers will establish a unique voiceprint upon registering with your company. After this unique voiceprint is established, customers must submit a voice sample prior to every subsequent interaction. In the case of a telephone interaction, this is done at the beginning of the call. Voice biometrics can also be used to verify online clients. An agent can transmit a request for voice identification over the Web, which can then be verified before account access is granted.
The process is not at all intrusive, and only requires a few seconds of time.
Click here for more information about how you can fight back against social engineering with voice biometric identity verification.