সোমবার, ৮ এপ্রিল, ২০১৩

Cyber Law


Cyber Law

[ From chapter-23 of the book "Information Technology in Banking" written by Abul Kashem Md. Shirin and Nusrat Tamanna Prianka and published by Institute of Bankers, Bangladesh (IBB) ]
1.         What is Cyber Law?

In Simple way we can say that cyber crime is unlawful acts wherein the computer is either a tool or a target or both

Cyber crimes can involve criminal activities that are traditional in nature, such as theft, fraud, forgery, defamation and mischief, all of which are subject to the Bangladesh Penal Code. The abuse of computers has also given birth to a gamut of new age crimes that are addressed by the Information and Communication Technology Act, 2006 (ICT Act-2006).

2.         Cyber Crime Categories:

We can categorize Cyber crimes in two ways:

a)         The Computer as a Target: using a computer to attack other computers e.g. Hacking, Virus/Worm attacks, DOS attack etc.

b)         The computer as a weapon: using a computer to commit real world crimes e.g. Cyber Terrorism, IPR violations, Credit card frauds, EFT frauds, Pornography etc.

Cyber Crime regulated by Cyber Laws or Internet Laws.

3.         Cyber Crimes Activities:

Technological advancements have created new possibilities for criminal activity, in particular the criminal misuse of information technologies for conducting cyber crimes such as:

3.1.      Unauthorized access & Hacking:

Access means gaining entry into, instructing or communicating with the logical, arithmetical, or memory function resources of a computer, computer system or computer network.

Unauthorized access would therefore mean any kind of access without the permission of either the rightful owner or the person in charge of a computer, computer system or computer network.

Every act committed towards breaking into a computer and/or network is hacking. Hackers write or use ready-made computer programs to attack the target computer. They possess the desire to destruct and they get the kick out of such destruction. Some hackers hack for personal monetary gains, such as to stealing the credit card information, transferring money from various bank accounts to their own account followed by withdrawal of money.

By hacking web server taking control on another persons website called as web hijacking

3.2.      Trojan Attack:

The program that acts like something useful but do the things that are quiet damping. The programs of this kind are called as Trojans. The name Trojan Horse is a popular.

Trojans come in two parts, a Client part and a Server part. When the victim (unknowingly) runs the server on its machine, the attacker will then use the Client to connect to the Server and start using the trojan.

TCP/IP protocol is the usual protocol type used for communications, but some functions of the trojans use the UDP protocol as well.

3.3.      Virus and Worm attack:

A program that has capability to infect other programs and make copies of itself and spread into other programs is called virus.

Programs that multiply like viruses but spread from computer to computer are called as worms.

3.4.      E-mail related crimes:

a. Email spoofing

Email spoofing refers to email that appears to have been originated from one source when it was actually sent from another source.

b. Email Spamming

Email "spamming" refers to sending email to thousands and thousands of users - similar to a chain letter.

c. Sending malicious codes through email

E-mails are used to send viruses, Trojans etc through emails as an attachment or by sending a link of website which on visiting downloads malicious code.

d. Email bombing

E-mail "bombing" is characterized by abusers repeatedly sending an identical email message to a particular address.

e. Sending threatening emails

f. Defamatory emails

g. Email frauds

3.5.      Denial of Service (DoS) attacks:

Flooding a computer resource with more requests than it can handle. This causes the resource to crash thereby denying access of service to authorized users.

3.6.      Pornography:

This would include pornographic websites; pornographic material produced using computers and use of internet to download and transmit pornographic videos, pictures, photos, writings etc.

Adult entertainment is largest industry on internet. There are more than 420 million individual pornographic webpages today.

3.7.      Forgery:

Counterfeit currency notes, postage and revenue stamps, mark sheets etc can be forged using sophisticated computers, printers and scanners.

Also impersonate another person is considered forgery.

3.8.      IPR Violations:

These include software piracy, copyright infringement, trademarks violations, theft of computer source code, patent violations etc.

Domain names are also trademarks and protected by ICANN’s domain dispute resolution policy and also under trademark laws.

Cyber Squatters registers domain name identical to popular service provider’s domain so as to attract their users and get benefit from it.

3.9.      Cyber Terrorism:

Targeted attacks on military installations, power plants, air traffic control, banks, trail traffic control, telecommunication networks are the most likely targets. Others like police, medical, fire and rescue systems etc.

Cyber terrorism is an attractive option for modern terrorists for several reasons.

1.   It is cheaper than traditional terrorist methods.
2.   Cyber terrorism is more anonymous than traditional terrorist methods.
3.   The variety and number of targets are enormous.
4.   Cyber terrorism can be conducted remotely, a feature that is especially appealing to terrorists.
5.   Cyber terrorism has the potential to affect directly a larger number of people.

3.10.    Banking/Credit card Related crimes:-

In the corporate world, Internet hackers are continually looking for opportunities to compromise a company’s security in order to gain access to confidential banking and financial information.

Use of stolen card information or fake credit/debit cards is common.

Bank employee can grab money using programs to deduct small amount of money from all customer accounts and adding it to own account also called as salami.

3.11.    E-commerce/ Investment Frauds:

Sales and Investment frauds is an offering that uses false or fraudulent claims to solicit investments or loans, or that provides for the purchase, use, or trade of forged or counterfeit securities.

Merchandise or services that were purchased or contracted by individuals online are never delivered.

The fraud attributable to the misrepresentation of a product advertised for sale through an Internet auction site or the non-delivery of products purchased through an Internet auction site.

Investors are enticed to invest in this fraudulent scheme by the promises of abnormally high profits.

3.12.    Sale of illegal articles:

This would include trade of narcotics, weapons and wildlife etc., by posting information on websites, auction websites, and bulletin boards or simply by using email communication.

3.13.    Online gambling:

There are millions of websites hosted on servers abroad, that offer online gambling. In fact, it is believed that many of these websites are actually fronts for money laundering.

3.14.    Defamation:

Defamation can be understood as the intentional infringement of another person's right to his good name.

Cyber Defamation occurs when defamation takes place with the help of computers and / or the Internet. E.g. someone publishes defamatory matter about someone on a website or sends e-mails containing defamatory information to all of that person's friends. Information posted to a bulletin board can be accessed by anyone. Cyber defamation is also called as Cyber smearing.

3.15.    Identity Theft:

Identity theft is the fastest growing crime in countries like America.

Identity theft occurs when someone appropriates another's personal information without their knowledge to commit theft or fraud.

Identity theft is a vehicle for perpetrating other types of fraud schemes.

3.16.    Data diddling:

Data diddling involves changing data prior or during input into a computer.

In other words, information is changed from the way it should be entered by a person typing in the data, a virus that changes data, the programmer of the database or application, or anyone else involved in the process of having information stored in a computer file.

It also includes automatic changing the financial information for some time before processing and then restoring original information.

3.17.    Theft of Internet Hours:

Unauthorized use of Internet hours paid for by another person.

By gaining access to an organization’s telephone switchboard (PBX) individuals or criminal organizations can obtain access to dial-in/dial-out circuits and then make their own calls or sell call time to third parties.

Additional forms of service theft include capturing 'calling card' details and on-selling calls charged to the calling card account, and counterfeiting or illicit reprogramming of stored value telephone cards.

3.18.    Theft of computer system (Hardware):

This type of offence involves the theft of a computer, some part(s) of a computer or a peripheral attached to the computer.

3.19.    Physically damaging a computer system:

Physically damaging a computer or its peripherals either by shock, fire or excess electric supply etc.

3.20.    Breach of Privacy and Confidentiality

Privacy

Privacy refers to the right of an individual/s to determine when, how and to what extent his or her personal data will be shared with others.

Breach of privacy means unauthorized use or distribution or disclosure of personal information like medical records, sexual preferences, financial status etc.

Confidentiality

It means non disclosure of information to unauthorized or unwanted persons.

In addition to Personal information some other type of information which useful for business and leakage of such information to other persons may cause damage to business or person, such information should be protected.

Generally for protecting secrecy of such information, parties while sharing information forms an agreement about he procedure of handling of information and to not to disclose such information to third parties or use it in such a way that it will be disclosed to third parties.

Many times party or their employees leak such valuable information for monitory gains and causes breach of contract of confidentiality.

Special techniques such as Social Engineering are commonly used to obtain confidential information.

Call Center and Contact Center


Call Center and Contact Center

[ From chapter-16 of the book "Information Technology in Banking" written by Abul Kashem Md. Shirin and Nusrat Tamanna Prianka and published by Institute of Bankers, Bangladesh (IBB) ]

1.         What is a Call Center?

A call center is a customer touch point used for the purpose of receiving and/or transmitting a large volume of sales, requests, complains & quires over phone (by using voice calls only).

2.         What is a Contact Center?

A contact center is a customer touch point used for the purpose of receiving and transmitting a large volume of sales, requests, complains & quires by using multiple communication channels like voice call, fax, email, letter/courier, SMS, web chat etc.

3.         Difference between Call Center and Contact Center

The difference between Call Center and Contact Center is the use of technology which is being used to communicate with customers. In Call Center, only voice call is used as a mode of communication. On the other hand, in Contact Center multiple communication channels are used as communication channel e.g. voice calls, email, fax, web chat etc.

4.         Mode of Communication in Contact Center

         Voice Call: Voice calls are used to communicate to the customer over phone. Different types of voice career e.g. PSTN, GSM, CDMA or VoIP voice communication are used in a contact Center. Voice calls are used in both inbound and outbound call Center. Other than voice mode, the rest of the mode of communication in contact Center is usually referred to as multimedia channels.

         Web Chat: Web chat is something which can be accessed by using internet with the help of a dedicated chat service. By using web chat, customer can access to contact Center from anywhere in the world. This mode of contact is important for customers who frequently visit/roam around across different geographical location.

         Community Service / Forum / Blog: The most recent tools for contact Center are community service, forum, blog etc. Unlike other mode of contact, these tools are used to provide solution, to encourage other subscriber’s discussion, opinion, experience etc. From contact Center side, agent guides the discussion, open the topic, provide solution to a post etc. These mode of contact are very useful for technical service contact Canters.

         E-mail is: E-mail is used as one of the multimedia mode of communication. This mode of communication is usually used as a means of serving the off-line customer. Its frequently used to communicate in international contact Center.

         SMS: Short Messaging Service is frequently used to the contact Center where poll, public opinion, push pull service etc. are provided. SMS is also effective tool for contact Center for information dissemination to the customer/target at lower cost.

         Fax: Fax is used as an alternative to the physical paper processing activities e.g. sign on a hard papers to get customer’s approval on a particular issues. Two types of Fax can be used in contact Center like i) Traditional fax, and ii) e-Fax.

         Letter / courier, postal: Contact Center where physical paper processing is required is suitable for using this mode of contact. Law service, layman customer service etc. Where literacy rate is low, this mode of contact is significantly used in contact Center.

5.         Key Components of Contact Center

5.1.      Interactive Voice Response (IVR)

IVR handles the calls in an intelligent way where customer can give the input and get the static & dynamic output from the banking systems. Here IVR works as query analyzer. Moreover,  IVR gives  an option to the customer to talk to the Agent. If customer wants to talk to Agent then IVR handover the call to ACD

5.2.      Automatic Call Distributor (ACD)

ACD route the calls to the agent based on the defined setting. With an built-in intelligent system it can route the call to an agent under a given criteria. Most common logic is “passing the call to the longer idle agent”.

5.3.      Computer Telephony Integration (CTI)

Once ACD route the call then concerned agent’s CTI takeover the call and bring the relevant customer information from different banking systems based on pre-defined queries set by CTI field definitions. Upon population of the customer data it gives call treatment option to the agent.

5.4.      Call Recording System

All the calls between agent and customer are being recorded with voice and screen recording enabled. 100% call recording is designed for banking call Center.

5.5.      Staff (Agent / Supervisors)

Contact Center’s key resource is obviously its human resource. The person who directly serves customers is generally known as “Agent” though they must have a different business designation which is used on cards. A typical contact Center agent should have nice voice over phone, high level of listening, writing and speaking skills; he must also have positive, proactive and helping attitude while high level of patience is the key success factor to work in contact Center. One of the critical factors in contact Center is to identify the right number of agent requirement. Several factors affect calculating the number of agent requirement. These factors included in but not limited to the following;

        Number of Calls Arrival in an hour
        Average Handling Time of a call
        Target Service Level
        Target Call Answer Threshold Time
        Working hour in a shift, number of shifts in a day, working day in a week
        Shrinkage (weekend, holidays in a year, different types of leave quota etc)

Usually, Erlang-C theory is used to calculate number of agent requirement by using above-mentioned information.

Supervisor requirement is determined by the number of agents and by the number of shifts. Usually 08:1 agent: supervisor ration is maintained in a non-technical contact Center. For technical contact Center it might be up to 2:1 ration. Supervisors play an important role in contact Center operations. They are the solution maker and service coordinator of the organizations.

5.6.      Key Performance Indicator (KPI)

Contact Center runs by KPI, which indicates how contact Center agents are spending their time, how they are performing, what level of quality standard are being maintained, how customers are being served, how many customers are smiling after the call is finished etc. All of these questioned can be answered by the KPI. In contact Center, KPI can be set two different levels like at Agent level and at Supervisor level. Agent level KPIs should include the factors that affect the speed and quality of the service. On the other hand, supervisor KPI includes the factors which can and do affect the contact Center output e.g. Service Level, ASA, FCR etc. Once the KPI design is perfect, the service goal can be achieved with service provision only.

6.         How does the Call Center / Contact Center function?

Call flow of a Call Center is narrated below:

1)      The customer calls the Call Center number

2)      The call will be routing to BTCL channels from its carriers (PSTN, GSM, CDMA, VoIP)

3)      The call then will be carried in to DBBL side trunks using ss7

4)      The call then would be landed at IVR, where IVR will treat the customer as per customer’s profile and his given input; at this stage customer will get two options:

i)        If customer selects “Self-Service” then he would be served by IVR itself. IVR will retrieve data from different banking systems and will play it to the customer as per customer request. Moreover, IVR will also execute service instructions given by customer himself.

ii)      If customer selects “Assisted Service” then:

(a)   Customer’s call will be transferred to ACD where all the agent profiles are kept.

(b)   After getting customer’s profile from IVR, ACD will check the agent profile and select the appropriate agent for the call

(c)    Then the ACD will transfer the call to the selected agent’s CTI (if there is no free agent then the call will be queued in ACD until a free agent is available)

(d)   CTI will query the banking systems and populate the pre-defined data on agent’s CTI screen and give agent option of taking actions (answer the call, reject the call, transfer/forward the calls etc.) on the call

(e)   After closing the call agent will select the reason code of the call and save it to the database

7.         Types of Call Center /Contact Center Service

Call Center/Contact Center can play two different types of roles in the organization:

·         By providing “Self-Service” through IVR only – here IVR plays relevant information and execute request / instruction as per customer’s input.

·         By providing “Assisted Service”  – here human agents answer the call and do the needful.

In typical call Center/contact Center, a mixture of ‘self-service’ and ‘assisted service’ is simultaneously to ensure cost effective operation of call Center.

Key Features of different types of service:

Parameter
Self-Service
Assisted Service
Service Delivery Mode
Interactive Voice Response (IVR)
Call Center Agent
Key Factors to Success
     Ease of Use/ simplicity of IVR flow
     Security checking
     Availability of Popular Services
     Attitude
     Communication
     In-depth knowledge
     Solution within TAT
Why to Use this Touch Point?
     Cost effective
     Ensure participative service delivery
     Reduce service delivery risk
     Enhancement of service capacity
     Always ready service
      To handle customized and complex issues
      Complaints handling
      Unstructured service delivery (queries etc.)
      To serve layman customer

8.         Call Center/Contact Center Activity Type

Based on Call Center/ Contact Center activities we can categorize it in the following group;

Inbound:          Only receive calls on queries, request/instruction and complaints

Outbound:       Making calls to customers with a view to sales, survey, product promotion, collection etc.

Mixed Mode: Inbound and outbound activities are simultaneously used to ensure best customer experience in terms of service, sales etc.

8.1.      Common Inbound Activities

      Answer to queries
      Register complaints
      Receive instructions
      Up & Cross selling
      Promote the new products
      Escalation of issues to the concerned authorities
      Manage community service, blog, forum

8.2.      Common Outbound Activities

      Welcome Calls
      Regular Call Back
      Sale Campaign
      Up & Cross selling
      Special Campaign
      Information Collection & Data Entry
      Customer feedback / satisfaction surveys
      Promotion of new product
      Collection
      Retention

9.         Quality Assurance at Contact/Call Center

Quality assurance is the process of monitoring, evaluating and controlling of the service delivery systems & process to ensure that the services are delivered in compliance with the defined service quality standard or not.

      Setting up the standard of service delivery process
      Defining service evaluation mechanism
      Monitoring & evaluating service delivery
      Feedback to agent, supervisor and management regarding service
      Recommend for training
      Investigating service complaints
      Highlighting critical service factors, incidents
      Recommend for process improvement and changes
      Ensure updated product and system knowledge of agents
      Conduct daily clinics