It’s hard to deny the role of data in customer support. And even though at the base of a call center is human interaction, it’s still a heavily digitized field today.
Thus, businesses should highly consider their call center security and privacy measures. Besides, bringing customer and employee data protection to the table makes the enterprise look more appealing to other clients.
Besides the apparent importance and need for consumer data protection, cyber fraudulence is another reason call center security standards have become so important.
Unfortunately, with advancing technologies growing, the possibility of data breaches, cyberattacks, and general digital criminal activity grows too. Hackers try to steal PII (personally identifiable information), such as payment card numbers and SSNs, which are usually held and processed by most call centers. Unfortunately, the threat doesn’t seem to die down.
Nowadays, 83% of companies will probably suffer from many data breaches. So, to not spend thousands of dollars on fixing ripple effects and to keep your clients safe, it’s necessary to improve call center security. It includes staff training, organizational changes, and, of course, implementing technological solutions.
If the company wants to secure its information and funds and save time and credibility, it needs to take extra steps for protection. Implementation of solid security solutions beforehand will lower the risks of future problems and protect the business when they happen. Below are some of the most trending practices for modern call center security.
With the rise of online presence worldwide, the threat of identity theft is also rapidly growing. For call centers, authorization and authentication have always been at the top of the concern list. That’s why now there’s a tendency to push the boundaries of these two phenomena.
Biometric techniques such as fingerprints and face recognition are the best practices call center security now offers. This tendency cancels out the need to ask personal questions that hackers could beat. Authentication through social media profiles linked to a company profile has also become another popular way of ensuring security.
As online privacy and security become more noteworthy for companies and their customers, the need for generalized call center security standards grows.
Governmentally organized statutory guidelines and cybersecurity measures, like the European GDPR, help control the proper handling of customer data and establish consequences and accountability for improper actions. Therefore, call centers and companies which comply with regulations can be perceived as trustworthy and reputable.
Phishing and spear phishing are two types of cyber attacks done through email or messaging. The first is general, while the second is more personalized and implies sending out emails on behalf of a particular company or person from that company. Data breaches caused by phishing attempts can cost thousands of dollars. Therefore, it’s essential to include special training on preventing such a possibility in the call center security checklist.
A few things will make these anti-phishing instructions work better—for example, showcasing examples of the most recent phishing emails. In addition, they will help quickly identify similar cases in the future. Training to recognize red flags is also essential for quick and precise identification. They can include grammar mistakes, generalized greetings, poor formatting, dire warnings with urgent requirements, weird URLs, and poor-quality logos.
The more customers know about the usage of the data they give to the call centers, the safer they feel giving it. This way, the company, and the call center service provider can prove their trustworthiness and honesty, so more clients will probably continue their collaboration in the future.
When businesses disclose some information to their customers, it also increases customer loyalty as it allows them to build closer relationships with them. Besides, when transparency is in place, hackers will have little to no information to steal or sabotage the company.
Using the right technology is halfway to better call center security and protection. But unfortunately, outdated software and security protocols can put the company at a greater risk of cyberattack. That’s why more businesses invest in high-quality anti-spam and dedicated security software that provides context-appropriate call center support.
Cloud solutions have also become a popular way of keeping up with the technological world. In addition, they provide obvious security benefits (data protection by a team of experts) and help enhance the call center customer experience.
Digitalization brings not only valuable updates but also some threats to call center security. So the importance of keeping up with the latest customer support protection trends is undeniable.
In addition, as call centers continue to process more significant amounts of data, businesses need to pay extra attention to the security and privacy solutions they choose to work with. Hiring experts who know how to choose the best for the company is an ideal solution for these situations.