Aug 16, 2019
Intro - Ms. DirInfosec “Anna”
Call Centers suffer from wanting to give good customer service and need to move the call along.
Metrics are tailored to support an environment conducive to these kinds of attacks
https://en.wikipedia.org/wiki/Social_engineering_(security)
Social engineering will prey on people’s altruism
“Pregnant woman needing help through the security door”
“Person on
crutches”
“Delivery person with arms full”
“Can’t remember information, others filling in missing bits”
Call Center Reps are _paid_ to be helpful. “Customer is never wrong”
Creating a sense of urgency to spur action
Real-life scenario: "bob calls
asking about status of an order"
Questions:
Pre-training audio (#1 and #2)
https://www.pindrop.com/blog/tackling-113-fraud-increase-call-centers-webinar-recap/
https://www.bai.org/banking-strategies/article-detail/beating-crooks-at-call-center-fraud
@consultingCSO on twitter
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