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"The company said in a blog post that a malicious hacker had socially engineered a customer service representative over the phone November 3 to get access to cu
by donkarma 5y ago
"The company said in a blog post that a malicious hacker had socially engineered a customer service representative over the phone November 3 to get access to customer support systems."
Perhaps it is time to actually train customer service techs?
- downrightmike 5y ago"Fuck! We have to train them now?! Its bad enough that we have to PAY them!"
- natpalmer1776 5y agoJust make them sign a contract that states if they quit in the next {n} months, they have to pay back the cost of training! You'll offset the cost of training, and help with employee turnover at the SAME TIME! :D /s in case it's necessary.
- brewdad 5y agoI actually signed a contract like that back in the late 90s when Y2K business was starting to build. To be fair, the training involved moving me 2000 miles from home for 3 months and my employer provided my housing and a per diem along with a reasonably intense "boot camp", so they actually spent money on my training. I think I had to stay a year. They kept me for 6 years, so it worked out for both of us.
- reaperducer 5y ago"Fuck! We have to train them now?! Its bad enough that we have to PAY them!" I was surprised to learn how poorly phone reps are paid. Even in America. I work in healthcare, and when COVID hit, almost everyone in the company had to man the phones. We were all e-mailed PDFs from the customer service contractor with instructions about how to use the soft phone system on our computers. Since it was a standard new hire packet, the contractor accidentally left in all of the other workplace policies. Some of which were terrible. For example, the phone reps were only allowed two bathroom breaks each day, and they could total no more than 11 minutes. And this was an American company, with call centers in supposedly "liberal" western states.
- markus_zhang 5y agoI worked as phone rep for a major Canadian telecom provider and the pay was around 15 bucks an hour. That was 5 years ago so maybe they hiked the rate a bit. But overall 15$/hour is barely enough for anyone to start saving.
- vb6sp6 5y ago> with call centers in supposedly "liberal" western states Checkmate liberals
- downrightmike 5y agoCorruption runs through the veins of corporations
- tluyben2 5y agoI do not understand this part: we (banking software) have trivial rules that completely stop this: I would hope bigger organizations have this too. But simply; support roles (all roles are limited: millions cannot happen; you need a big bug for that) cannot view over 100 customers a day: if they hit that 100 2 days in a row, their account is blocked and their manager (also access to 100 a day but can unblock support employees) has to check the reason and unblock. How does a support account actually give you access to all customer data? What is the point of that?
- willcipriano 5y agoThat feature is in the backlog, we are working on the confetti that rains down in the app if the stock price goes up this sprint.
- spicybright 5y agoYou don't even need a technical solution to at least catch the easy exploits I think. Get one smart dude to call in pretending to be a customer to "pen test". Do that once a month, would take maybe an hour or two of the dude's time.
- kordlessagain 5y agoSo social engineering is hacking weak (knowledge) humans? Reminds me of Trump. Make no knowledge great again!
- markus_zhang 5y agoThat's why I always laughed at those security "tests" and very strict software installation policies put up by licensed security people. I'm not saying that those are not useful, but frankly the worst leaks usually comes from some unexpected sources.