Data Breach Assistance

Fraud is the usual consequence of data breach, but timely fraud management measures can perform the dual function of preventing instances of a data breach as well as minimizing the hazards related to it. For data breach assistance we offer a one-stop solution, providing credit monitoring, credit reporting, credit insurance, and customer support services with standardized breach scripting.

Case Study — Data Breach

The Need for Speed

Challenges

A Fortune 500 financial services company experienced a data breach affecting more than 4 million people. They contacted SourceHOV about the incident late on a Thursday night.

They needed 24/7 live contact center support by that Monday to answer their customers' questions about the incident.

Solution

Leveraging the strong relationship with our staffing agency, we were able to locate and confirm employment for 250 customer service representatives (CSRs) within 24 hours
We began administering training for 250 CSRs on Saturday morning - less than 36 hours after the initial contact from the client - to meet the client's abbreviated timeline
Monday morning, our contact center was live to take inbound calls from individuals notified about the data breach
To ensure the large influx of new CSRs received appropriate support, experienced contact center leaders, project managers, and upper management volunteered to spend time in the contact center answering questions and mentoring new CSRs
We took more than 100k calls and sent follow-up emails as part of our 24/7 service over a month

Benefits

Demonstrated capability for quick ramp-up and ramp-dawn to match client requirements
Demonstrated capability for quick ramp-up and ramp-dawn to match client requirements
All hands on deck' approach to ensure the job gets done

SourceShield: Data Breach Platform

Expertise in document management and tracking

SourceShield: ID Theft process Flow