What action should an agent take when faced with a suspicious call?

When an agent is faced with a suspicious call, verifying the identity of the caller before providing any information is the most appropriate action. This approach is crucial for maintaining security and protecting sensitive information. By taking steps to confirm who is on the other end of the line, the agent helps prevent potential fraud or unauthorized access to data.

In instances where callers may impersonate legitimate sources, confirming their identity not only safeguarding personal and organizational information but also contributes to a culture of vigilance and responsibility.

This method of verification can involve asking for personal identifiers or logging off the call to contact the individual or organization through known, secure channels. This diligent approach ensures that the agent does not inadvertently disclose sensitive information, which could lead to significant risks to customers and the organization.

The other options either downplay the importance of verification or take actions that may not directly address the potential threats posed by suspicious callers.