Mitigating the risk of organised crime on banks' call centres
To avoid having its call centre targeted by an organised crime gang, a bank needs to ensure it has enough controls in place to deter criminals, but not so many that it becomes less useful to customers
In 2006, Strathclyde Police in Scotland alerted the financial industry to a worrying new threat: one in 10 of Glasgow’s financial call centres was being infiltrated by organised crime gangs. Call centres represented a key weakness through which organised crime could target banks’ operations, and the risk was just as real for local operations as for call centres offshore. Six years on, the risk is
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