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Why Every Call Center Needs Biometric Access Control

Sep 27, 2019 by Beau Karlskin

Having secure, reliable access control is one of the most important things you can do for your call center.

Call centers regularly deal with highly confidential information such as payment card numbers, Social Security numbers, and other sensitive data. A single data breach can spell disaster, instantly destroying a company's otherwise perfect reputation.

Reports of unauthorized persons gaining access to call centers are frighteningly common. Typically, call center employees are issued a key card or fob that allows them to gain entry to the facility. The problem with key cards and fobs is that they are easily lost, duplicated, or stolen—allowing unauthorized persons to easily get a hold of them and creating major security risks for call centers.

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Additionally, call centers are known for having the highest turnover rate of almost any industry. Studies show that the average turnover rate for call centers is between 30-45%, while the more extreme statistics are as high as 70%.

This means that every time an employee leaves the company, their keycard needs to be deactivated. But frequently this isn't the case. According to world-renowned security expert Winn Schwartau, ex-employees having access to their previous call center is a very common occurrence. "Discovering that someone who left two to three years ago still has access rights is the norm," he says.

According to Schwartau, it's not that companies don't understand the importance of revoking previous employee access, but that it's too difficult of a process, and so it inevitably doesn't get done.

"It may well be the human resource function's policy to revoke access—but human resources doesn't control the network," he says. "The result is that human resources has a checklist, but not the means to enforce it."

This creates a major security vulnerability for call centers by making it possible for employees who no longer work at the company to still have access.

And not only are keycards and fobs less secure than biometric-based systems, but they're more expensive, too.

Keycards and fobs are frequently lost, and typically cost anywhere from $5-$50 to replace, at an average price of $22 per card.

Additionally, for every new employee that you hire, another keycard needs to be issued. This leads to significant costs over time. And that's not even accounting for the time lost during the transaction from HR and the security team.

Even if we make a conservative estimate of a 30% annual turnover rate, plus a lost key replacement rate of 15% per year, this leads to a significant annual cost for issuing new keycards or fobs. For a call center with 1,000 employees, for example, that adds up to about $10,000 wasted every year... on a less secure access control system.

Keyo solves these problems with a secure biometric ID that can never be lost, forgotten, or stolen—increasing your call center's security, saving you money, and ensuring you'll never have to replace another lost keycard again.

With a simple scan of the palm, your staff can easily identify themselves, unlock doors, and clock in. No more lost or forgotten keycards/fobs, no more expensive replacement costs, and no more hassle.




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