Jonathan - you may already have considered the Guidelines for UK Government
Call Centres and Authentication Framework, if not they are available at:-
http://www.e-envoy.gov.uk/publications/frameworks_index.htm
regards
Su Goulding
Data Protection Analyst
tel: 020 7330 3491
mobile: 07767 674376
[log in to unmask]
-----Original Message-----
From: Jonathan Silverman [mailto:[log in to unmask]]
Sent: Thursday, November 08, 2001 11:19 AM
To: [log in to unmask]
Subject: Verification procedures for call centres
Hello all
I am currently putting together some information for a call centre
regarding processes for any disclosure to 'members of the public' calling
for information. This may relate to circumstances where they want to check
on status, amend details, check on which address information has been sent
to, the time and location of an event etc.
Can anyone point me towards a solid verification procedure to validate the
identity of the caller to ensure we maximise customer satisfaction but
minimise the security risk of disclosure?
Naturally, I understand that the more sensitive the data and the higher the
likelihood of damage and distress, the tighter the verification must be.
However, I would be really grateful for any tried and tested procedures.
Regards
Jonathan
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