BPO security
Security is a growing concern for banks, mobile operators, and any business that uses call centers or BPO. There have been cases of personal data theft at call centers.
In 2005–2006, Britain's Financial Services Authority and the Banking Code Standards Board reviewed India-based call centres serving UK customers (handling more than a million UK calls per month). The checks did not cover Africa-based centers staffed by workers of Indian origin. The review noted that customer data should be protected to UK-like standards, and more complex or high-risk processes receive tighter scrutiny than similar activities onshore.
India’s NASSCOM says it takes security breaches seriously and will assist police investigations.
Fraud from call centers comes in several forms; some types are mainly dealt with by police, while centers can reduce risk with internal controls.
Biometric authentication is increasingly used to strengthen identity checks and reduce reliance on passwords or PINs, which can be stolen. Methods like voice recognition can verify identities more securely, protect customer data, and also make authentication faster and easier for customers.
Outsourcing partners often help deploy biometric systems, providing secure infrastructure and trained teams to ensure proper, compliant rollout in call centers.
Every center is different, but a biometric, multi-modal platform can greatly improve fraud prevention. Using seamless biometrics for customers, agents, and IVR can cut fraud losses, shorten call times, keep more calls in IVR, and improve customer experience from any phone, anywhere.
This page was last edited on 2 February 2026, at 13:42 (CET).