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PROTECTING CUSTOMER DATA IN PHYSICAL OR ‘REMOTE’ CALL CENTRE ENVIRONMENTS

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By Dave Waterson, CEO, SentryBay

 

Insurance and banking industry call centres, like organisations in every other sector, were forced into dramatic lockdowns in March thanks to the growing spread of the Covid-19 virus. The specific difficulty that many of them faced, however, was how to balance the safety of employees and support them working remotely, with a lack of access to secure systems that could connect them to customer files, policy documents, and payment processes.

It’s no secret that the insurance industry, in particular, was struggling with digital transformation pre-Covid and the legacy systems that still dominate the sector were, in most cases, simply unfit for migration to a remote model in such a short timeframe. This situation was further exacerbated, however, when it became obvious that in order to offer a claims service, staff and agents in many call centres would be receiving calls diverted to them on their mobile phones as they worked from home.

For industries that are immersed in handling personal data and financial transactions like insurance and banking, this presents two immediate issues – how to manage data securely, and how to ensure compliance.

 

Rise in cyber-crime

Security has been an important factor for most organisations over the past few months. Very few had time to provide secure laptops or dedicated tablets with security built-in for remote use. News headlines have attested to the resulting rise in cybercrime as malicious actors sought to take advantage of vulnerable technology once it was outside the protection of the corporate perimeter.

It is a fact that unprotected endpoint devices – laptops, home PCs and mobile phones included – are the weakest link in the security chain. According to a report published last year, 70 per cent of breaches originate at the endpoint, and 42% of endpoints are unprotected at any given time. When it comes to smartphones, the danger is less to do with malware, and more to do with data leakage, but however the breach happens, once a customer’s personal data is exposed, there are serious implications for those involved.

 

Meeting standards

For banking and insurance company call centres, the situation is further complicated by their obligations to meet the Payment Card Industry Data Security Standard (PCI DSS). This seeks to protect customer credit card data over landlines, mobile phones, through Chat or use of apps. Normally managed within the call centre estate, PCI DSS ensures that wherever agents are required to process cardholder data, the transactions are monitored, logged and secured.

Even under normal circumstances adherence to PCI DSS is sporadic, partly because of legacy technology, or conversely because organisations are adjusting to new cloud-based systems or are in the process of outsourcing their IT infrastructure. Any chink in the armour can see data lost in moments or websites and mobile apps hacked with devastating consequences. While PCI DSS is not enshrined in law, fines for non-compliance can still be considerable and since data breaches are commonly reported, there is the potential for serious brand and reputation damage that no insurance company would welcome.

The situation presented by Covid-19 therefore meant that compliance with PCI DSS or indeed any other regulation, was made even more challenging, with the onus on financial service companies to supervise agents working from home to ensure they were handling and storing sensitive customer data appropriately, not least by using secure endpoints.

Five months on and many call centre agents still find themselves working from home. The appetite from both employees and managers to a full return to office buildings has waned along with the ongoing threat of infection. As a result, organisations are now in a position to properly address some of the issues over which they applied a metaphorical sticking plaster back in March, and securing workers’ endpoint devices is an important example.

 

What can they do?

Any smartphones, tablets, home PCs or laptops that are being used by agents to process and access customer data should have, at the very least, the same security posture as the managed devices that reside within the insurance company perimeter. This includes ensuring that SaaS applications are isolated or ‘containerised’ from the rest of the potentially-compromised unmanaged machine or endpoint.

Standard anti-virus products will not do the trick. The particular vulnerability of endpoints means that solutions have to specifically protect data entry on BYOD and unmanaged devices, particularly into remote access apps like Citrix, VMWare, WVD, web browsers and Microsoft Office applications. Browsers that access the corporate network should be locked down, including URL whitelisting, enforced certificate checking and enforced https.

Whilst this sounds time consuming and expensive, in practice it is neither because no special configuration is required. Instead, a simple download and install from pre-configured software will deliver a far more effective and speedy resolution to the threat. Call centre IT managers can select proven anti-keylogging software that can protect every keystroke into any application and prevent screen-scraping malware from stealing customer credentials, payment and sensitive personal and credit card data. It is also important that there is access to a portal that allows simple configuration by administrators – this is after all something that needs to be managed remotely.

 

Looking ahead

As life begins to take on some semblance of normality again, banks and insurance company customers will be expecting high standards, regardless of whether the agent they speak to is working in a physical call centre environment, or from their kitchen at home. Increasingly, it will become unacceptable to use Covid-19 as a reason for not delivering a secure, compliant service. Now is the time for companies to address areas of weakness and take advantage of the opportunity to implement processes and changes that will allow agents to work remotely with confidence in the future and ensure that customer data is fully protected at every stage in its journey through the banking or insurance system.

 

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Business

THE ACCELERATION TOWARDS A MOBILE FIRST ECONOMY

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By Brad Hyett, CEO at phos

 

Over the last year, we have seen a big shift towards contactless payments. Fuelling this has of course been the coronavirus pandemic, which has made the public hesitant to handle cash due to the health concerns.

As multiple national lockdowns forced physical stores to close, and customers demanded easy, cash-free payment options, merchants had to quickly adapt. The result? An increased provision of pay and collect services.

In the UK alone, 83% of people use contactless payments according to data from the Office of National Statistics.

So it’s vital that merchants are equipped with the most efficient payment solutions, as the UK heads towards a mobile-first economy.

 

Proliferation of contactless payments

In 2020, 90% of UK card payments were contactless. This equates to an increase of 12% on the year prior, despite the total number of payments made falling by 11% from 2019 to 2020. Moreover, the affordability of smartphones has increased significantly over the last decade. And it’s estimated that 84% of UK adults now own one.

We’re Seeing merchants embrace more efficient and cost effective payment methods in response. While physical payment terminals are often too expensive for many small businesses, software point of sale, or SoftPoS, enables merchants to turn hardware that they already own – i.e. their mobile device – into a point of sale terminal.

With merchants increasingly adopting these innovative technologies, contactless payments will continue to gain popularity among the general public. In 2020, 13.7 million people in the UK either didn’t use cash at all or only used it to make a single purchase. That’s double the same figure from the previous year.

 

Changing consumer demand

Now more than ever, consumers are aware of how innovative payment solutions can add efficiency to their daily lives. As such, consumers now demand better payment services, including reduced queuing times, checkoutless stores, and bespoke loyalty schemes.

Businesses such as Mercedes offer an end-to-end digital car purchasing service, so customers can go through the whole car purchasing journey from the comfort of their own home. This includes car deliveries, financing, insurance and more.

Meanwhile, eCommerce giant Amazon has started trialling checkoutless ‘Go’ stores, speeding up the shopping experience by eliminating the queuing process altogether. The days of waiting for a table at a restaurant are also over, as more people have grown used to booking in advance.

Hence, it’s important that we empower small businesses to remain competitive and provide them with the payment solutions to meet customer demand.

 

Global transformations

The digital payments revolution isn’t slowing down anytime soon. By 2026, only 21 percent of transactions will be made using cash.

The US might have been slow out of the gate, but it’s starting to see increased adoption of mobile payments. In-store mobile payments grew by 29% in the States last year alone.

This growth was primarily fuelled by Gen Z-ers and millennials. Latest projections show that there will be 6 million new mobile wallet users by 2025, with millennials accounting for 4 million of this figure. These two generations, the former in particular, have grown up with mobile banking.

For most Gen Z-ers, their first foray into financial services was with a challenger bank like Starling or Monzo. These banks are able to offer online features such as ‘split the bill’, fee-free withdrawals abroad and much more to cater to the modern financial needs of the younger generation.

The Middle East experienced similarly sharp increases in contactless payments. From 2019 to 2020, there was a 200% growth in contactless transactions. This shift towards a mobile-first economy in the region was inevitable; the pandemic merely accelerated this shift. A recent study showed that 80% of people living in the Middle East planned to continue using contactless payments post-pandemic, with speed and security being the main draw.

 

The future is mobile

As parts of the world now start to come out of lockdown, there’s an openness to new solutions and a widespread acceptance of new technologies.

It is now a case of when, rather than if, we’ll see a permanent shift to cashless in the future. For businesses, embracing digital innovation will be key to remaining competitive and keeping pace with consumer demand in this fast-changing payments landscape.

 

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HOW MERCHANTS CAN IMPROVE THE ONLINE PAYMENTS EXPERIENCE

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By Alan Irwin, Senior Director of Product at Global Payments UK

 

The dramatic increase in online shopping over the past 18 months has encouraged many businesses to invest in developing their omnichannel shopping experiences. The reasons vary – some are keen to capitalise on the trend of older shoppers migrating towards ecommerce and some are trying to make up for loss of sales in brick-and-mortar stores during the pandemic. It is also true that many businesses are shifting their models to sell direct to consumers to avoid high marketplace fees and are therefore building their ecommerce channels for the first time.

The checkout experience is arguably the most important and delicate part of the ecommerce transaction, as it can make the difference between a happy customer likely to return, and a shopping cart abandoned out of frustration and confusion. A survey from March 2020 suggested that 88% of online shopping orders were abandoned, i.e. not converted into a purchase. A seamless, customer-centric online payment experience is therefore critically important in ensuring completed transactions. But with so many payment providers available, what should businesses be looking for when trying to keep friction to a minimum?

 

Keep clicks to a minimum

Less touchscreen interaction equals less abandonment. Adapting the payment page to fit any device and supporting popular mobile digital wallets like Google Pay ensures a seamless, stress- and hassle-free checkout experience for the customer and keeps clicks to a minimum. Friction can present itself in the most minor features – for example, when the customer is navigating the payment form, the appropriate keypad should be shown to the customer when required. It’s much easier to enter a card number using the dial pad instead of switching between QWERTY keypad layouts.

Simplifying online forms with autofill and tokenisation also significantly reduces friction at checkout and shortens necessary time taken. Ensuring checkout forms are tagged correctly for “autofill” is a great way to offer customers a single-click to input the payment, shipping, and billing data that they have stored in their browser profile. Similarly offering a guest checkout option will help convert customers who are in a hurry or looking for a one-off purchase. This can also be achieved by offering to store the payment details (called ‘tokenisation’) for express repeat and one-click purchases.

 

Make it easy to understand

A tailored payments approach can increase both domestic and international global sales. By offering a checkout experience in the customer’s language, the option to pay in their currency of choice, and use their preferred method of payment (whether it’s PayPal, Alipay or card), businesses can build loyalty quickly and put customers at ease. It is equally important for merchants to ensure they always display simple direction and information about next steps to instil confidence and prevent customer drop-off. The customer should be informed of what is happening at every stage in the process, for example, whether they will proceed to SCA (Secure Customer Authentication) next or go straight through to completion.

In addition, validating forms in real-time means merchants can highlight potential errors to the customer early on, and payment providers should provide this functionality. This could be an invalid expiry date, an incorrect digit in the card number or incorrect CVV number based on card type. When issues are only flagged at the end of the process, this forces the customer to go back through the steps to figure out the error. Real-time signposting of problems removes this potential friction and reduces the potential for a declined transaction.

 

Ensure seamless security

Merchants should work with a payment partner who offers the right blend of security and compliance management without it coming at a cost to the end-to-end checkout experience for the user. Instilling trust and security in your checkout flow while utilising the right solutions to drive seamless authentication flows will increase customer confidence and help prevent drop-off.

The greatest level of security and control comes from either utilising hosted payment fields that the
merchant can natively integrate into their checkout flow, or a hosted payment page where they can
manage the look and feel. Showcasing your brand on the checkout page with trust signals and logos also adds to building trust with the customer.

Staying ahead of regulations is also important. Secure Customer Authentication (SCA) will soon be mandatory in the UK for all eligible digital transactions, and this doesn’t have to be a friction-full process. Tools like Transaction Risk Analysis (TRA) and Exemption Optimisation Service (EOS) can quickly score transactions and drive exemptions where there is the right blend of transaction risk.

 

The devil is in the details

These three rules for successful ecommerce checkout experiences may seem straightforward, but it is important to apply them at a micro level. It can take only one minor point of friction to cause a customer to abandon their cart, and this will inevitably be replicated across other similar customers. It is critical to identify friction points early on and anticipate customer needs throughout the process. Discussing these points and any opportunities to improve customer checkout experience with your ecommerce team and payment provider is an important first step towards ensuring your entire shopping experience remains competitively seamless and loyalty is won. It may be that your payment provider cannot address them, in which case it could be time to move on in order to stay competitive.

 

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