In this New York Times article, something we have written about in Customer Interaction Solutions has finally happened. Customer records were acquired by some call center workers and this information was used to withdraw money from the accounts of unsuspecting customers. In this case the company in question is CitiBank who outsourced their work to
Excerpts from the article:
Reacting to the news, a cyber law expert said the monitoring system in Indian companies needed to improve.
"This crime is a wake-up call," said Pavan Duggal, an advocate in
He said not all companies fully comply with the Indian Information Technology Act, which requires companies to introduce strict procedures for data protection.
The challenge companies have when outsourcing is how to assure the laws in other countries are on par with the