What kind of agent controls, desk policies and supervision practices work best to control fraud and security breaches?
BW: This is our biggest project right now. We do background checks, criminal checks and financial checks. At the end of a new agents training, they are required to sign employee agreements regarding fraud and be aware of the consequences. They have to understand what the clean desk policies are. The agents sign all of the acceptable use policies and non-disclosure agreements. We provide locker facilities for securing personal items including cell phones, backpacks, coats, purses, etc…The facilities have to support a clean desk policy and nothing is allowed on the call center floor. We have a very stringent zero-tolerance policy. If someone violates it, we fire that individual immediately. If a supervisor does not enforce the policy or manage it on the floor, I fire that supervisor. There are no warnings. Where paperwork is required to do the job, we provide secure facilities with locked storage. Supervisors are the only ones with keys. Information on paper must be checked in and out.
