Often the simplest measure of the securitySecurity 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). provided by a call centre’s identificationIdentification is call centre security process step in which an individual record is found in the organisation's systems of record. In this step users claim an Identity. and authenticationAuthentication is the call centre security process step in which a user's identity is confirmed. We check they are who they claim to be. It requires the use of one or more authentication factors. 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 acceptA False Accept is when an imposter is incorrectly accepted as the genuine user during authentication. (FAA False Accept is when an imposter is incorrectly accepted as the genuine user during authentication.), 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