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Telephone Security – Why Less is More

22:25 27 September in Business Continuity Planning, Personal Safety

Imagine the criminal mind being as ingenious as the legitimate telemarketer attempting to sell you their product and/or services through telephone solicitation. If there is one thing I’ve learned during my 30 years as both an FBI Special Agent and security professional, it’s criminals are extremely creative in finding ways to steal and successfully commit other crimes through what appears to be legitimate means.

Consider the telephone, whether hardline or Smartphone, it provides a convenient tool for others to easily obtain information about you and your family. For that reason, it is important to be aware of the ways in which information can be extracted from you while speaking on the telephone.

Here are 3 types of information that is useful to criminals:

    1. Location – whether the person selected as a target is in a particular building, city, and country.
    2. Times of Movement – time the target is going out, or when he or she is expected back.
    3. Future Plans – planned future movements, times at the office and times away from home.

 

7 Methods Criminals Use to Extract Information

The following are examples of methods used by callers to extract information:

      1. Direct Question – a direct question to determine your location or where you might be found. An example might be, “ Am I catching you at home?” or “Did I interrupt you at the office during a meeting?” Be very cautious and never respond by saying, “No I’m not at home now” or “Yes, I’m in a meeting but will be home after 6pm. Please call back then on my home phone”. By doing so, you have just confirmed your whereabouts away from home and, you have provided the criminal a timeframe for completing any nefarious acts he or she has planned for you as a target.
      2. Phony Appointment – a phony appointment is arranged at a specific time and place. Perhaps you are a realtor with a highly visible website profile containing your Smartphone number and your home/office address. A criminal, acting as a potential buyer, calls and sets an appointment for a 2pm showing for one of your listings, but instead is a “no show.” You later return home to find that your residence has been broken into and you have been robbed.
      3. Wrong Number Call – the caller makes the excuse of dialing the wrong number if the target is the person who answers the call. This is an age old trick to 1) confirm if you are at home, and/or 2) confirm that you are not at home. This is why it is good to have an answering machine collect any and all messages from unknown callers. You have a better chance that the criminal will move on to making the next call to another potential victim.
      4. Compassionate Call – the caller states that he or she urgently wishes to contact the target for plausible compassionate reasons. Best advice is to listen to your inner voice on this one! If something doesn’t feel right and/or seems far-fetched, don’t fall for a sob story until you can confirm its legitimacy.
      5. Incorrect Statement – the caller gives information, knowing it to be wrong, and expects the recipient of the call to give the correct information.
      6. Indirect Approach – information is sought from a family or staff member not directly involved with the target.
      7. Use of Flattery – flattery is used to obtain information from the recipient of the call.

 

Recommended Telephone Answering Procedures

A considerable amount of confidential information can unwittingly be given away on the telephone to an unauthorized person. Callers do not have to reveal their true identity so there is little chance they can be effectively traced. However, if correct procedures are followed, confidential information about a person who is a potential target can be protected. An answering machine gives directions on how to leave a message without revealing potentially compromising information.

Telephone Answering Procedures

Where possible, a person who is a potential target for attack should not answer a telephone call personally, but should instead use an intermediary. In an office setting, this person can be a receptionist or an administrative assistant. At home, it may be appropriate to utilize an answering machine or voicemail to answer calls from any number that is not immediately recognized. The task of the intermediary is to act as a filter for all incoming calls and to ensure that the voice of the target is not recognized.

When answering the telephone, the intermediary should:

    1. Be non-committal as to the location, whereabouts or availability of the intended party. “Mr. Smith is not available at the moment. Please provide your number for a return call.”
    2. Allow the caller to begin the conversation…. “ Mr. Smith’s office, can I take a message?”
    3. Do not offer information. “ Is Mr. Smith in? “ “May I have your name and number please?”
    4. Be polite but firm. “Is Mr. Smith in?” “I’m not able to provide that information, may I have your name and number, please?”
    5. Identify the caller; if identification is not immediately established, ask for his or her name and telephone number.
    6. Politely ask the caller to wait while his/her identification is checked. If possible, such a check should be made with the employer or adult member of the family.
    7. If identification is not established and there is a reason for suspicion, ask for the nature of the call. “I’m sorry, I’m not able to provide that information, may I have your name and number and the nature of your call, please?”
    8. Explain to the caller that the message will be given to the person concerned who will return the call.
    9. At no time indicate that the person being asked for by the caller (i.e. the possible target) is at the location of the person receiving the call (i.e. the intermediary). Never say, “Yes Ms. Smith is in, may I have your name and number, please.”

 

Confidential Telephone Numbers

Use a confidential telephone number that is not recorded in the telephone directory, and maintain a record of those persons to whom you have given this number. Such persons should be limited to those who have an essential need-to-know, and also, who can be relied upon not to pass on this information.

Dos and Don’ts

 

Do:

    1. Do have a prepared answering procedure.
    2. Do be firm but polite.
    3. Do identify the caller.
    4. Do ask for a name and telephone number, if this is not already known.

 

Do Not:

    1. Do not give the location of any person, or other personal information

 

Answering Machines / Voice Messaging Services– RAMPART GROUP recommends that CORPORATE employees utilize a recording device on their residential phone systems. The purpose of this equipment is to:

    1. Record message(s) when the residence is vacant
    2. Provide a means to screen calls to the residence prior to answering
    3. Be used as evidence in the event of a telephone threat

 

Caller ID – All personnel should have caller identification on their residential phone systems. This service will assist the resident with the identification of callers prior to answering. Caller ID devices should be installed on the primary phone and any extensions used by the employee.

 

Unlisted Number – Limit information that is publicly available about yourself and your family. Always ensure your home phone number is unlisted or unpublished.

 

kathy-leodler-headshot-for-sidebarKathy Leodler
Chief Executive Officer
Email:kathy.l@rampartgroup.com
Phone: (360) 981-2703
PI License #3555
paul-leodler-headshot-for-sidebarPaul Leodler
Executive Vice President
Email:paul.l@rampartgroup.com
Phone: (360) 981-3397
PI License #4180

We at Rampart Group are committed to your security. Call 1-800 421-0614 or contact us today with your security or investigative needs.