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Police believe that one in 10 of Glasgow's financial call centres has been
infiltrated by criminal gangs.
The gangs plant staff inside call centres or force employees to provide
sensitive details regarding customers.
The information gathered is then used to fraudulently set up accounts or
transfer money.
The Customer Contact Association played down the extent of the problem but
admitted it was a concern to those in the industry.
Detective Chief Inspector Derek Robertson of Strathclyde Police told the BBC
that there is an increasing number of call centres in the Glasgow area.
He explained: "We have 300-plus, and we know that number is growing. I would say approximately 10% have been infiltrated in the past and we are
working very hard to reduce that number.
"We know of organised crime groups who are placing people within the call
centres so that they can steal customers' data and carry out fraud and money
laundering.
"We also know of employees leaving the call centres and being approached and
coerced, whether physically, violently or by being encouraged to make some extra
money.
"And of course you have the disgruntled employee who may turn their hand to
fraud just to benefit themselves."
Anne Marie Forsyth of the Customer Contact Association played down the extent to
which criminal gangs had managed to manipulate the industry, stating: "I think
what Derek is talking about is the financial services sector, but the contact
centre sector is far wider with travel, health, insurance and lots of others.
"Nevertheless it is obviously a concern and it's a concern for all businesses".
Source:
Getting Paid
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