Partnership for fraud prevention

Nexidia, a supplier of audio search and speech analytics solutions, and contact centre payments security provider Semafone have partnered to address fraud and identity theft in the contact centre environment, reports TMCnet.

The companies explained that with the tightening of security controls on the high street and online, the contact centre is now seen by fraudsters as the next "easy option".

The huge volumes of credit card details being recorded and stored daily in contact centres across the globe make it a prime target for organised fraudsters.

Sytel recently said it's introducing an initiative to protect call centre operations from falling foul of the UK communications regulator Ofcom's new proposals to increase fines for non-compliance with its outbound dialling rules, states TMCnet.

Many contact centres, through no fault of their own, are faced with investments in diallers that cannot deliver effective performance for them under compliance, said Michael McKinlay, MD of Sytel.

Sytel's Softdial Plugin is engineered from the ground up for the “maximum performance” possible under compliance. Moreover, Sytel claimed it's still the only vendor to actually enforce compliance within the company's product. This means the company's users have absolutely no exposure to the new levels of fine now being proposed, said company officials.

Orientation of corporate organisations in the country has shifted from being only profit-centric to being customer-centric, says the Nigerian Compass.

In the old order, corporate organisations only concentrated on milking the customers to achieve a high profit, without minding the kind and value of services they offered to their customers. Under the new order, there are efforts to improve their services to meet the demands and needs of the customers.

Banks are not left out in the bid to ensure that their services and products are tailored towards the satisfaction of their customers' needs to have competitive edge in the industry. Managing director of the Nigerian Deposit Insurance Corporation, Ganiyu Ogunleye, recently argued that most banks did not appreciate the importance of customers and still make various unfulfilled promises.