|
 |
|
|
|
|
|
|
Monday March 29, 03:03
|
|
Credit Card Fraud A Risk At Offshore Call Centers
|
|
|
US credit card firm, Capital One, has ended its call center operations in India after reports that local staff were misleading its customers with unauthorized offers of credit, free gifts and club membership. Capital One is the latest of several firms, including Dell, Lehman Brothers and Littlewoods, to shift their helpdesk services back to the US after doubts over the security of their operations. Credit card and customer data was allegedly stolen from a major UK financial institution by call center staff in India, which are increasingly receiving bribes from organized criminals, the London Evening Standard reported last month.
Wipro Spectramind, service provider to Capital One, dismissed about 30 male and female employees in January, after finding that they were overstating the credit terms available to customers in an endeavor to generate more business and increase their performance-related pay. A more common problem is that local employees of outsourcing firms already have passwords and access to enterprise networks, and as such, are susceptible to being bribed with a lifetime’s wages by organized criminals wishing to buy their way into a network.
Firms such as General Electric have warned of a possible backlash against the use of outsourced call center or helpdesk operations, while Gartner Group predicts “client retractions” to increase during 2004, according to the Financial Times. In view that several UK firms such as HSBC, Aviva, BT, ebookers and Tesco have announced plans to locate call centers in India, or have already done so, UK financial sector union, Amicus, has called on the UK government and EU to clarify regulations for outsourcing.
|
|
All billing news
|
|
|
|
|
|
|
|
|
|
 KEYWORD SEARCH |
|
|
|
|
|
SUBSCRIPTION |
|
|
|
|
|