Later from our own sources, we came to know that the hacker was selling this data to Russian and Chinese hackers through several black hackers’ forums. The target of the hacker were personal credentials like name, addresses, credit card numbers and SNN or social security numbers, which is the most valuable information that any hacker looks for. It spy monitored and recorded all keystrokes when employees were on a live call with a customer. The malware was designed to collect information that call-center agents were receiving from US clients while on call. It seems that the hacker had spread the worm simply over the LAN as company’s IT infrastructure had very poor malware protection, to put it mildly. It turned out that seven months before the incident, one of the employees had infected the whole IT infrastructure, right from workstations to servers, with a keylogger Trojan that collected keystrokes from all systems. Having paid several crores in fine, the call center’s management started an internal investigation. The suspicion fell on the Indian call-center which was later successfully sued by the affected US customer. A huge amount of money had disappeared from a bunch of bank accounts that belonged to a US company. The business was doing well until the company received a notice from a US court. The company had about 200 employees at that time, and was working on USA debt consolidation process which was handling more than 300-400 confidential credentials of US customers on a daily basis. The incident happened a few years ago in a call center in Mumbai.
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