A privacy control option for call centers in Nigeria’s cashless economy

Abstract

Customers’ trust has been identified as a factor that must exist for customers to embrace e-commerce. An effective, reachable and responsive call center is one key to gaining this trust for organizations or banks that rely on e-commerce. However, an issue with call centers is the proper identification of the caller so that sensitive information is not divulged to wrong persons. Thus, a second level security check is needed before resolving any issue or divulging any account or transaction related information to the caller. This is seen as a necessary step to guard against privacy intrusion, scam or identity theft. Therefore, this paper proposes the use of a 7-digit identification code issued to customers solely for the purpose of remote communication with the bank. At the point of service rendering, the customer will only need to supply the digits occupying two or three randomly selected positions out of the seven. We believe this will further strengthen the privacy of customers in the banks through the call centers.