A 14-Point Checklist to Protect Customer Data in Call Centres

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A 14-Point Checklist to Protect Customer Data in Call Centres

protect customer data in call centres

It is crucial to comprehend and preserve a level of security and call centre regulatory standards when managing information provided by your consumers because you are the first point of contact and the primary conduit between clients and your business. The confidential information of call centre clients shouldn’t be compromised. Businesses have had trouble enhancing call centre security in the past, particularly with the rise in remote work. Companies now need to urgently address and overcome this challenge because it has grown to be a significant problem.

Over 44% of survey respondents in a McKinsey study expressed a lack of confidence in services or marketing technologies, particularly with regard to the handling of their data. Responses to this study show that, especially for those without a clear call centre security strategy, our clients are becoming more deliberate about the types of data they disclose with customer services. In a corporate analysis on data privacy, it was revealed that approximately 288 days pass before a system breach is discovered, which means that 34% of data breaches involve internal actors.

In this post, we’ll go over some best practises for call centre security that you should take into account while creating your security checklist.


Identify the call centre security threats that affect call privacy

Finding call centre data threats is crucial since it will reveal the source of any issue. You can predict where the problems will be and how to fix them so that your call centre security strategy is safe in the long run. Here are a few dangers to be on the lookout for. Actors within the organisation that can initiate the distribution of information to third parties and expose your client to the danger of fraud are considered internal threats.

This refers to insider behaviour and identities that fall outside your security requirements but are nevertheless capable of leaking sensitive information outside. Some examples of which include:

1. Temporary Workers
Although we generally see good qualities in our workers and the help we hire, it is occasionally inevitable for some of them to be disloyal to your firm and leak information.

2. Attacks or Insider Trading Insiders or individuals connected to fraudulent operations, such as syndicates, who may start programmes that send your clients links that are harmful

3. Vengeful Workers
We all want to send out our departing colleagues on a positive note, but those who did it out of spite or had access to confidential information risk creating these kinds of issues.

4. Illegal Data Downloading

Customer’s personal information may be accessed by undiscovered hackers working for your company, typically in temporary teams or by disloyal personnel. The majority of the time, external dangers involve add-ons or services from third parties that you use in your business operations. Despite the years of progress in networks and security standards, technology will always be susceptible to hackers.

Vital information from our clients will always be obtained through fraudulent activities. How can you make sure the solutions enhance the security of your call centre and guarantee that your clients are protected from these outside dangers?

5. Utilizing Untrustworthy VoIP Services
In particular for call centres that handle numerous conversations each day, using data encryption for technologies like VoIP to act as an acting barrier in between your calls can prevent network intrusion.

6. Data Storage on Insecure IVR Systems
IVR systems that store phone conversations in a system are prone to security breaches and leaks. Instead, data from one call can be either discarded to create room for another call or backed up in a secure system.

offshore call center agent

Call Center Security Standards Can Prevent Unwanted Data Security Breach

Avoiding these undesirable occurrences is now essential, especially as you increase the security of your call centre. These attacks largely rely on digital platforms, which are sometimes vulnerable to cybersecurity risks. You must admit that the majority of organisations currently place the highest premium on security standards. You should review the following call centre compliance checklist to ensure safety and security:

7. Ensure that your hardware and software are latest

Installing updates and software patches will increase the security of your call centre. This guarantees that your systems and system components are up to date with the most recent firmware and comply with the call centre security checklist. This is crucial because malicious actors frequently test systems and look for new ways to break them and gain access to crucial data and information from your company.

8. Install antivirus software

The installation of antivirus software that can identify any dangerous activity entering your system through numerous calls or through other internal and external threats. Having a system that can track any cyber-attacks in your system. In order to prevent any potential attacks, having antivirus software as part of your protection can help you look within your system’s weaknesses.

9. Discard systems that have received few or no security upgrades.

If you haven’t updated your call centre security system in a while, there’s a good probability that hacks that could jeopardise your customers’ private information are more likely to occur. It’s crucial to make sure that all of your systems are up to current.

10. Eliminate old system users and restrict access to confidential data

Reduce and streamline the number of users who can only access private data and information. By doing this, you can quickly identify any undesirable situations, troubleshoot them, and maintain the highest level of data security for your clients. By getting rid of these outdated technology, you may increase customer service productivity and data security in your call centre.

11. Verify the authenticity of all of your calls.

To help you decide whether the caller is genuine or a bot intended to steal information through unethical techniques like phishing, authentication software can be utilised.

Adopting Best Practices for Call Center Security Can Promote Business Growth

If your call centre security is not well-established, there is a potential that clients won’t want to work with you since they won’t be satisfied that their data is protected. Making sure that your customers’ data is secure can benefit your company greatly.

12. Earn the trust of your clients
Your company’s call centre service can foster a strong sense of trust and enhance your standing in the sector.

13. Reduce Wasteful Costs
Your call centre solution prevents fines imposed by regulatory standards for call centres, which could result in an additional expense for your company.

14. Increasing Call Center Security to Enhance Customer Service

Spending extra money to increase call centre security could be saved if done before speaking with customers. Because technologies and software are so easily accessible to cybersecurity threats or even internal organisational issues inside the company, call centres and customer support teams are particularly susceptible to privacy violations. So many businesses make investments to guarantee the application of the proper solutions and call centre security requirements.

Offshoring is a practical alternative for most businesses seeking the advantages of a secure call centre service without breaking the bank because doing this from scratch may be time-consuming and expensive. Your company can get the greatest levels of call centre security at a fraction of the cost by offshoring your call centre agent. Try this IT RFP to streamline your requirements from an MSP.

This guarantees that the data of your clients is protected. When a mistake like this occurs, it can impact not only your relationship with consumers but also the standing of your company and its expansion. Outsource customer service to a reputable outsourcing company in Australia. Your consumers will feel much safer conducting business with you and will divulge more crucial information that can help you improve your goods and services. However, your company needs to make sure that it upholds best practices for call centres in order to instil that faith in them.

Virtual team has a track record in providing offshore staff from India at your organisation, which hedges you from the risk of any fluctuation in US dollars because you always pay us in AUD. Virtual Team is a completely Australian-owned and managed company. We have successfully helped many of our clients to reduce their operational costs by up to 70%. Contact us today to know how hiring an offshore team can help your business grow.

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