Title: Contact centres and identity theft

Authors: Iain Moir, George R.S. Weir

Addresses: Department of Management, University of Strathclyde, Glasgow, G1 1XH, UK. ' Department of Computer and Information Sciences, University of Strathclyde, Glasgow, G1 1XH, UK

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.

Keywords: call centres; contact centres; identity fraud; identity theft; information security; Scotland; UK; United Kingdom; suspicious phone calls.

DOI: 10.1504/IJESDF.2009.023879

International Journal of Electronic Security and Digital Forensics, 2009 Vol.2 No.1, pp.92 - 100

Available online: 17 Mar 2009 *

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