Syntec poll finds more demand for call centre payment security

Call centres should do more to prevent credit and debit card fraud, according to a new poll.

The poll found that just 1% of people felt that the most secure way of making a payment was through telephone payments to call centre agents, with 53% believing chip and pin to be the most secure.

Almost three quarters of consumers (72%, an increase of 4% from 2012), say that call centres should do more to prevent card fraud.

A total of 59% of people said that the risk of fraud when giving credit card details over the phone has made them reluctant to make telephone payments.

And 43% of consumers say they would buy over the phone more from organisations that can demonstrate secure payment systems.

A further 68% felt that organisations should not be allowed to keep their credit or debit card details on their databases.

Simon Beeching, director of telecommunications specialists Syntec Telecom which produced the poll, said; “There is no question that card payments over the phone to the call centre remain a weak link.

“Our research clearly shows that an increasing majority of consumers have serious concerns over card payments by phone.

“Consumers are now saying they will positively favour brands and call centres that can provide tangible reassurance over their card payment security.”

CIFAS, the UK’s fraud prevention service, reported a 19% increase in credit and store card fraud in the first half of this year compared with the last six months of 2012.

Communication manager Richard Hurley said: “Fraud, unfortunately, is a crime that shows no sign of disappearing. Organisations and individuals must therefore find a way of staying one step ahead of the fraudsters.”

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