Last updated 12 Oct 2023
Security is one of three key measures of Call Centre Security process performance. It is usually expressed as the likelihood that the process allows someone who isn't who they claim to be to access the service (False Accept).
Often the simplest measure of the security provided by a call centre’s identification and authentication process it is the number of times it allows someone who isn’t who they claim to be to access the service. We refer to this as a false accept (FA), because the objective of the process is to reject (true reject (TR)) callers who aren’t who they claim to be.
You can learn more about how to improve security here: Improving the Security of your Call Centre Security Experience
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