Contact centres and identity theft

I. Moir, G. R. S. Weir

Research output: Contribution to journalArticle

1 Citation (Scopus)

Abstract

This article explores aspects of identity theft. In particular, we examine the contact centre environment as a mechanism in which identity theft may occur. In a survey of 45 contact centre workers in the Glasgow area, we determined that contact centres can and do provide a mechanism for identity theft. Specifically, we found a particularly high incidence of agents who had previously dealt with phone calls that they considered suspicious. Furthermore, there are agents within such environments who have previously been offered money in exchange for customers' details, or who know of fellow workers who have received such offers. Finally, we identify specific practices within contact centres that may contribute to the likelihood of identity theft.
Original languageEnglish
Pages (from-to)92-100
Number of pages9
JournalInternational Journal of Electronic Security and Digital Forensics
Volume2
Issue number1
DOIs
Publication statusPublished - 2009

Keywords

  • call centres
  • contact centres
  • identity fraud
  • identity theft
  • information security
  • Scotland
  • suspicious phone calls

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