The biggest flaw in any business is the human factor. Having worked at many call centers over the years it's clear that most our sensitive information is at the finger tips of kids right out high school with only 2 weeks of training. Holy run on sentence, Batman! I've seen many agents make the same mistakes outlined in this article, worse even, they just don't care, want to get off phone and avoid incident. In my agents' defense some people that call in can be very persuasive, threatening, flattering pretty much anything they need to be to get what they want.