- About Us
- Outsourcing Models
- Contact Us
As front liners and the main connector between customers towards your business, it is important to understand and uphold a level of security and call center regulatory standard when handling information disclosed by your customers.
Call center services should not let their client’s valuable information be compromised.
Businesses in the past have struggled to improve call center security, especially with the increase in remote work.
This challenge has become an important issue that companies must address and resolve with urgency.
In a study made by McKinsey, over 44% of their survey respondents lack trust in services or marketing technologies, especially with the handling of their data.
Responses in this study reveal that our customers are becoming increasingly intentional about the kinds of data that they share with customer services, especially those without a clear call center security policy.
In a company report about data privacy, they noted how 34% of data breaches occur with the help of internal actors and detection can be quite slow as it takes over 288 days to detect a breach within a system.
In this article, we’re discussing some call center security best practices you should consider when building your security checklist.
Identifying call center data threats is important as it will show you the root cause of each problem.
You can easily forecast where the pain points will be and how you can resolve and secure your call center security policy in the long run.
Here are some threats that you should be wary about.
Internal threats are actors within the company that can start the release of information to other parties that may put your client at risk with fraudulent activity.
This means insider activity and personas within your security standards that can leak confidential information outside. Some of which can include:
While we see the good in most of our staff and the help that we employ, it can sometimes be unavoidable when some could leak information as they lack loyalty towards your company.
Insiders or those linked to fraudulent activities like syndicates that can initiate programs where they may send malicious links to your customers
While we all hope to see off our leaving employees on a good note, those who have left with vindictive intention and have had access to sensitive information may cause these kinds of problems
Hidden hackers within your organization, usually within temporary teams or delinquent employees may have access to the personal information of your customers.
External threats usually involve third-party services or add-ons that you use within your business processes.
Technology will always be vulnerable to cyberattacks even as networks and security standards have been developed over the years.
Fraudulent activity will always get vital information from our customers. How can you ensure the solutions improve your call center security and ensure that your customers are safe from these external threats?
Using data encryption for software like VoIP to work as an acting border in between your calls can prevent network intrusion, especially for call centers that handle multiple numbers of calls within a day.
Using IVR systems where phone conversations are stored in a system can be susceptible to breaches and leaks.
Data from one call can instead be either backed up in a secured system or deleted to make it available for another call.
Avoiding these unwanted scenarios is now crucial, especially as you improve your call center security.
These attacks rely heavily on digital platforms that can be prone to cybersecurity threats.
You need to acknowledge that security standards are now considered top priority in most businesses today.
Here is a call center compliance checklist that you need to look at to ensure safety and security:
Improve your call center security by installing updates and software patches.
This ensures that your systems and components within your system are up to date with the latest firmware that adheres to call center security checklist.
This is highly important as bad actors regularly test systems and try to find more ways to crack and access important data and information from your business.
Having a system that can track any cyber attacks in your system through the deployment of anti-virus software that can detect any malicious activities entering your system from various calls or through other internal and external threats.
Having an anti-virus software as a part of your security can help you check within the cracks of your system to avoid any potential threats.
If you have not improved your call center security system in a long while, chances are it is at a higher risk of cyberattacks that can endanger your customers’ confidential information.
It’s important to ensure that all of the systems that you are using up to date.
Minimize and streamline the users that can only access confidential information and data. By doing this, you can easily determine and troubleshoot any unwanted scenarios and keep your customers’ information as secure as possible. Eliminating these older systems will help not only improve your call center data security but also your workflow and efficiency as a customer care provider.
Use authentication software to help determine whether the caller is legitimate or if it is a bot used to extract information through unwanted means like phishing.
There will be chances that customers will not prefer to work with you if your call center security is not well-established as they will not be confident their data is safe.
Ensuring the safety of your customer’s data can lead to significant advantages for your business.
Your business and call center service can provide a great sense of trust and improve your reputation within the industry< p>
Your call center service avoids penalties imposed by call center regulatory standards, which can become an unnecessary cost for your business
Spend more by improving your call center security, which could be avoided if already implemented prior to engaging with customers.
Call centers and customer support teams are vulnerable to privacy breaches, mainly due to technologies and software being easily prone to cybersecurity threats or even personnel problems within the company.
So many companies invest in ensuring that the right solutions and call center security standards are implemented.
Deploying this from scratch can become time-consuming and costly, this is why offshoring is a viable solution for most companies who want to get the benefits of a secured call center service that will not break the budget.
Offshoring your call center representative will give your business access to the highest standards of call center security at a fraction of the cost.
This ensures that your customers’ data is taken care of. Once a mishap like this happens, this can not only affect your relationship with your customers but also the reputation of your business and its growth, and this is what a call center service provided by a reliable offshoring provider can help your business with.
Your customers will feel much safer conducting their business and share more vital information with you that can help you enhance your products and services better.
But in order to give them that confidence, your business must ensure that it enforces call center best practices.
Get all our latest news, updates and exclusive offers delivered straight to your inbox.
Offshore Business Processing values, and respects the Privacy Rights of our Clients, Client's Customer, Business Partners, Contractors, Personnel, and other identifiable individuals or collectively "Individuals".
We are committed to protecting the privacy and confidentiality of Personal Data through adherence to our Data Privacy Principles and the implementation of reasonable and appropriate security measures to ensure fair, appropriate, and lawful processing.
Offshore Business Processing as a global service provider goes beyond the borders of the residing countries. The global market requires not only the availability of communication, technology, and information systems but also the integrity and confidentiality of processing information including the Personal Data of Individuals that can be reasonably be determined from the information available.
This privacy notice describes the privacy practices for www.offshorebusinessprocessing.com. This applies to the Personal Information collected by this website. It will notify the user of the following:
How the user can correct any inaccuracies in the information.
The Personal Information/Data we hold about the users must be accurate and up to date. It is the responsibility of the users to ensure that Offshore Business Processing has up-to-date and accurate Personal Information and an active email address for your website update subscription.
Personal Information is any information whether recorded in a material form or not, from which the identity of an individual is apparent or can be reasonably and directly ascertained by the entity holding the information or when put together with other information would directly and certainly identify an individual.
Personal Information we collect on our website is First and Last Name, Email Address, Phone Number, and Company through our "contact us" page.
Aside from our website, we obtain Personal Information in many ways including interviews, correspondence, by telephone and facsimile, by email, from your website, from media or publications, from social media, from other publicly available sources, from our website cookies, and third parties.
We collect your Personal Information for the primary purpose of providing our services to you, providing information to our clients, and marketing. We may also use your Personal Information for secondary purposes closely related to the primary purpose, in circumstances where you would reasonably expect such use or disclosure. You may unsubscribe from our mailing or marketing lists at any time by contacting us in writing.
When you visit our website, www.offshorebusinessprocessing.com, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Click here to know more about our Cookies Policy. Additionally, as you browse the Site, we collect information about our web pages that you view, what websites or search terms referred you to the Site and information about how you interact with the Site. We refer to this automatically-collected information as "Device Information".
This website may include links to third-party websites, plug-ins, and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy notice of every website you visit.
Your Personal Information may be disclosed in some circumstances including the following:
Only authorized personnel has access to Personal Data and will be retained and disposed of in accordance with Offshore Business Processing's retention and disposal policies, guidelines, and applicable laws and regulations.
Offshore Business Processing implements appropriate and reasonable Technical, Organizations, and Physical Security Measures throughout the Data Life Cycle of the Personal Data that is collected. This involves preventing or at least reducing the probability of unauthorized/inappropriate access to data, or the unlawful use, disclosure, modification, and deletion to protect its confidentiality, integrity, and availability.
It is important that Offshore Business Processing holds accurate, complete, and up-to-date Personal Data of identified Individuals. It is the responsibility of the Individuals to ensure that collected Personal Data is accurate, complete, and up-to-date. If the Individuals find that the Personal Data is outdated and inaccurate, they should advise Offshore Business Processing as soon as practicable so an update on records can be done and continued quality services will be provided.
Individuals may access, update and or correct the Personal Data by sending a letter of request subject to the approval of the management. Offshore Business Processing will not charge any fee for your access request but may charge an administrative fee for providing a copy of your Personal Data. To protect your Personal Data, we may require identification from you before releasing the requested information.
Data Protection Officer
Contact number: (+632) 7502-6411
Get all our latest news, updates and exclusive offers delivered straight to your inbox.