Research released by the University of Strathclyde has revealed gaps in Scottish contact centre data security. The research, published in the International Journal of Electronic Security and Digital Forensics, found that agents at such centres commonly receive suspicious phone calls while others report having been offered money in exchange for private customer information.

The survey, conducted by a student at the university, across 45 workers in call centres throughout Glasgow, found numerous possible outlets for sensitive data. Some of the findings included:

11 per cent of employees allowed customers access to accounts without covering appropriate security questions.

22 per cent worked with people they thought were suspicious.

6 per cent of employees had been offered money in exchange for information.

However, commenting on the security question statistic one respondent added, “Oh it’s [the percentage] higher than that – definitely. It sounds really daft but sometimes you forget to ask the security questions… everybody’s done it; it’s human nature to forget these things.”

The report also found failings in computer policies, such as log-ins being given out of staff that have previously left and lax password security. Physical security was also questioned with breaches being reported in the use of pen and paper and mobile phones within the contact centres.

Dr George Weir, who oversaw the study spoke to sourcingfocus.com and said he was surprised by the call centre failings but did not think it was just a Scottish problem.

“I was surprised by the results, perhaps naively. However, I don’t think these results are specific failings within Scotland; problems like these could occur across any call centres.”

He added, “Unfortunately, many contact centre agents are unaware of the risks and are untrained in how to deal with them. There are also usually processes in place but not always a big focus on following them.”

However, in the wake of the report the UK's Call Centre Association, which aims to promote standards of practice in customer call centres, has now added a section to its "Global Standard" on the issue of fraud prevention. The researchers also point out that the Scottish Business Crime Centre has published a Good Practice Guide on fraud prevention in contact centres.