Phishing Phone Call (Agent) — Sykes Enterprises

Job #72387

Job Posting Details

Job # 72387 Phishing Phone Call (Agent) — Sykes Enterprises

Posted Date
Feb 26, 2013 @ 13:02
Respond By
Mar 1, 2013
Word Count
Concerned, Confident
English (North American)
Age Range
Middle Aged

Job Description


This project is for the role of Agent.

In the scenario below, a call center agent for a bank receives a phone call from a customer who is claiming to be calling from the bank’s security department. He’s claiming there’s a system outage and asking the call center agent provide him with the usernames associated with specific account numbers. This script is based on a real phone call conversation wherein a criminal used this tactic to try to elicit information from the agent. For this reason, the caller profiles are described to match the profiles of the original callers so that the calls will retain as much of their authenticity as possible. As she politely probes him for more information, he becomes audibly agitated in his tone, and becomes aggressive in his demands and questions. The agent becomes somewhat defensive, but is firm as she follows company protocol, asking him the appropriate questions to guard customer data. This reenactment will be used to provide an example of a caller using phishing techniques to hack into customer accounts in a corporate training course on security.

-Caller profile: male in his 30-40’s, sounds professional, knowledgeable, and overly self-assured. He becomes firm and somewhat abrasive by the call’s end.
-Agent Profile: Woman in her 40’s, steady and professional demeanor, does not get too shaken by the demands of the caller (who is supposedly an agent of higher rank). She speaks as an experienced agent, confident in her position and responsibilities, but her voice does show some incredulity near the end.

Do not submit your demo reel. It is absolutely necessary you submit an original audition from the attached script in order to be considered for this project. Thank you.

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