Turkey : Editing for call centers – Economic news

Ahmet Yılmaz, Head of Financial Consumer Relations Department of the Banking Regulation and Supervision Agency (BRSA), who attended the “Solutions for Call Centers in the Banking Sector” conference, aimed to measure the satisfaction tendencies of the customers through the bank call centers, and the general satisfaction and call center He stated that a satisfaction index regarding the processes will be issued.

Touching on the issue in the fight against fraud, Ahmet Yılmaz shared information about the measures to be taken individually and in general. Yilmaz, which has been described as phishing and has been designed to simulate bank websites and directed to customers by misleading advertisements, advertisements and raffle news and stealing their data, pointed out the cases of phone fraud that are frequently encountered today and said:

“It is among the most frequently used fraud methods to obtain personal information and banking account passwords with pretexts such as customer calls, suspicious transaction reporting, data update or refund, through the data obtained by fraudsters illegally. It is possible to increase these examples, but basically there is a social engineering that we can describe as directing the will of the person. In the background, there is a huge criminal organization and every step has been designed in an organizational structure with serious planning. It is clearly seen that the system is acting on personal and human weaknesses. The most basic measure that can be taken on all of these issues is to increase our financial literacy level. ”

New regulations on telephone banking in the Information Systems and Electronic Banking Services Regulation, which sets the standards that banks need to meet in line with technological developments, include some provisions concerning the call center sector.


– As long as the customer does not perform an authentication, it will be ensured that the officer who meets the customer to provide service in telephone banking cannot see the information about the customer or the transaction menu of the customer will not be active,

– In case of risky transaction notification such as loss, theft and fraud, the customers connected to the officer will be provided with the necessary access to customer information and the necessary security measures will be taken without the authentication of the employee.

– No transactions regarding the customer will be carried out without a phone connection or if the connection ends, except for the risk transaction notification such as loss, theft and fraud,

– If the customer wishes to make changes to the authentication or phone information used in any of the electronic banking distribution channels through the telephone banking channel, this change will be made through automatic systems without the involvement and access of the official,

– While authentication is performed during the provision of telephone banking services, the authentication elements known by the customer and the components such as a single-use password or transaction verification code will be entered via automatic systems without the involvement and access of the official,

– In cases where the customer needs to be called from the phone number registered at the bank, controls will be carried out to ensure that the phone was not forwarded to another number before the call was made,

– The voice recordings received regarding the transactions performed by the customer during the delivery of telephone banking services will have to be of a quality and quality that will ensure the obtaining of reliable evidence and assign responsibility,

– The Bank will be obliged to receive periodic training on social engineering attacks and other known fraud methods, such as customer representatives and call center officers who take part in the provision of telephone banking services to customers, and to carry out studies to increase their security awareness.

The regulation is planned to be published soon and to come into force in July. (DHA)