It’s been months since the UK cyber attack and while investigation continues, but last week 3 Wipro Kolkata call center employees were arrested in connection with the 157,000 customer records (and approx 15,000 banking information) data breach. Apparently the BPO relationship had been formed to increase customer satisfaction by 10% and targeting results in the tunes of $2 million in annual cost plus $1 million increase in revenue via analytics that would lead to reduction in TalkTalk customer complaints. Reports indicate TalkTalk’s had lost 7% of its existing customers as a result of the breach (of which 250,000 broadband customers the week of the breach in October).
Of course, Wipro isn’t commenting much on an existing investigation but state the confidentiality and integrity of its customers’ data is important and has zero tolerance policy. Recall another outsourcing competitor, Infosys, who lost their CEO and CFO of BPO Operations that resulted in overbilling of Apple by Infosys employees. Looks like the new Wirpo CEO, Mr. Neemuchwala, will be relying on it's new-age technology and artificial intelligence to make some immediate impact...on top of trying to grow the 3rd largest software firm and its profits.
Vendor and Supplier Information Security Diligence and Audit programs are essential part of doing business...across the street or across the pond. It always a balance of business capability/flexibility and IT/security - but particular focus areas including: data exfiltration [thin clients], comingling of data [network and application segregation], dedicated resources/SME [least privileges], accountability/liability [contract/legal/incident response], and spot/surprise audits [contracts].
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