Notification, Call Centers and Monitoring

With more than 20 years of breach notification experience and having handled the largest and most complex notification requirements in the world, Kroll can help ensure your response is managed in a way that complies with regulatory expectations and protects your reputation. Kroll has delivered notification and call center services to hundreds of millions of people worldwide, and our team routinely handles the most pressing emergencies with unrivaled speed and efficacy.

Global Breach Notification Services and Retainer Options

In today’s global economy, where data can traverse many jurisdictions, your organization may be required to comply with a patchwork of stringent notification regulations. Kroll’s data breach notification solutions—drafting compliant letters, full-service mailing help, alternate notifications for large breaches, including call centers staffed by multilingual representatives—take the burden off your organization.

As data privacy regulations evolve, Kroll tracks them closely, developing capabilities to fulfill the needs of customers in various jurisdictions:

*Notification and call center services fulfilled out of one of our international offices via international postage and an extended-hours or 24x7 call center.

Kroll has extensive relationships with over 50 cyber insurance carriers, and the quality and breadth of our offerings have been recognized by leading independent third parties, including Gartner, Forrester Wave and National Law Journal Best of Surveys. For additional peace of mind, Kroll offers client-friendly notification retainers that are designed to offer maximum flexibility. They also include an array of proactive services that ensure you get tangible value. 

Our breach notification specialists have assisted clients across diverse industries with their notification responsibilities. As such, we understand how different industries, especially highly regulated ones, have distinct obligations and varying risk levels. We’ll help you and your counsel draft data breach notices so that your messages are timely, cost-effective and appropriate to the sensitivity of the data and audience involved.

If sending notification letters isn’t suitable or possible, Kroll offers alternative notification methods. Working with your legal counsel, PR agency/communications team, or other members of your response team, Kroll can facilitate distribution of email notifications or public notifications in instances where contact information is not known, or the population is too large for print notification. Kroll can also create separate FAQ documents in multiple languages and/or build a notification-specific microsite to help facilitate the notice to the public and, where applicable, to assist in monitoring services enrollment.

Case Study – Global Agile Notification Response for Unprecedented Data Exposure

A Fortune 500 company discovered data was exposed in a subsidiary that affected hundreds of millions of people across 56 countries and regions. Kroll quickly assembled a cross-functional team to be onsite with the client within 14 hours of the initial call. Our experts launched the full response within a condensed 10-day timeline, including: 

• Follow-the-sun operational strategy for continuous support across multiple time zones; agility to continually refine the response; and coordination of planning and response activities with client’s teams and stakeholders. 
• Global communications strategy included 55 toll-free numbers, across 56 countries and regions, staffed by over 1,000 trained call center representatives in North America and 320 international agents, providing live, local assistance in 14 languages. Also, created 21 separate FAQ pages, in 14 languages. 
• Regular status and reporting updates shared with client’s internal and external teams to track progress; communicated with client multiple times a day to support agile decision-making.
• Complete details of how Kroll successfully managed this complex, multijurisdictional incident available upon request.

Below are a select few of the notification and identity monitoring services from our team:

• Data Breach Notification
  Kroll has decades of experience helping clients notify their customers affected by breaches of all sizes—from a small number of individuals to complex situations that involve millions of data subjects across multiple jurisdictions, time zones and languages. We also have deep expertise in rapid data cleansing, de-duplicating names, standardizing addresses, sorting special populations and return mail management, to help reduce renotification, keep down costs and demonstrate “best efforts” to better meet regulatory mandates and support legal defense. 
• Call Center Services
  In most cases, Kroll can set up a fully functional call center within four hours of our engagement. Our professional, multilingual customer support team will provide frontline care for your affected individuals. They know how to handle difficult questions and stand at the ready to serve your breached population. There’s no scrambling to assemble and train your own team or divert your internal resources to handling inquiries and concerns. 
• Identity Theft Restoration and Consultation
  For impacted subjects, Kroll offers both consultation as well as identity theft restoration to support victims. Kroll’s consultation experts provide education and best practices as well as help to confirm suspected ID theft while cases of theft or fraud are handled by our experienced team of investigators who work a case through full restoration.
• Credit and Identity Monitoring
  Kroll offers credit and identity monitoring services that will notify the customer if certain activity is reported, including inquiries, new trade-lines, derogatory notices, public records and changes of address, or if personal information is found on the dark web—those most commonly associated with suspicious activity that may indicate the presence of identity theft.

We have many more solutions available for your organization, please click on the links on this page to know more. You can also speak to our expert today on our 24x7 cyber incident hotlines or fill in the inquiry form on our contact page and we will respond to you.

Key Areas

• Pharmaceutical Recall Notifications