Security should be the first priority of call center leaders, keeping customers and their data protect from cybercriminals. Around 98% of all cyberattacks directly target individuals and call center agents through phishing attacks and other kinds of social engineering.
Every now and then, there’s news of cyber or malware attacks; affecting the accounts of millions (however, quick actions taken to secure it). At the beginning of the pandemic and remote work, customers were insecure about data compromisation.
Security became the focal point to protect customer data while enhancing customers’ confidence in the organization. This encouraged call center leaders to be proactive and use best practices to keep customers’ data safe. If customers know the organization can keep their data secure, they trust the organization more, increasing the positive experiences.
Strict security requirements need to be implement to stop cyber attacks. Here are six best practices that call center agents and leaders can adapt to help to keep customer data safe:
Multi-factor authentication is one of the best practices of account protection for customer security. The customers will first enter their account name and password on the platform then an extra security code is sent to a device of their choice (generally, an OTP is sent through email or SMS).
Once you are entering the code into the provided area, the customer can log into their account easily and safely. In the case of calls with live agents, use a similar process with the customers, but they ask general questions concerning the account holder. Most organizations forbid customers to share any OTP (one-time password) or pin to anyone (even if someone calls on behalf of the company name).
Call center leaders should invest in encryption technology to safeguard customers’ data from unpredicted situations. Encryption transmits the stored data securely into different forms. Later, the decryption key can translate that data back into its original format. The technology protects specific customer records, including medical, credit card, or personal information.
The risk of potential data breach multiplies when more data is stored, and more individuals have access. Not every employee in the call center needs to have access to information. A set of hierarchies needs to be followed, like call center agents can access information necessary to handle customers and their calls whereas, the manager can be the person with more information access.
If your entire business is online and digitized, then the cloud is the best place to store all the data. The safest options as cloud service providers ensure strict security measures to protect customers’ data and their privacy. Also, add strict guidelines and guide agents and customers about the use of strong passwords and the risks of having an easily cracked password. Invest in security as it is the base for the company’s reputation and customers’ trust.
Weak passwords can become the reason for malware attacks. According to 2015 Trustwave Global Security Reports, 28% of security breaches were due to weak passwords. Call center leaders can add passwords for internal systems, self-service portals, and all individual documents. It is like adding a layer of security before accessing the data.
Testing technologies and processes within the organization will increase the data protection rate. Call center leaders should never assume that everything will work as planned, especially when dealing with human behaviors and unpredicted complications. Organizations can incorporate the following strategies:
Apply these best call center security practices and prevent any security breach. Moreover, continuously review your security processes and be aware of ways that will help your call center mitigate internal and external threats.
Organizations can hold a training session on common cyberattack techniques to keep the guard strong against any threats. Keep updating the data policies for agents – a survey of 500 call center agents highlighted that 4% of them were approached by someone outside their organization or asked for access to sensitive data.
Remember, you can take care of all security concerns with the right software. Sarv’s comprehensive approach towards security can help you best while supporting the businesses and customers with customizable role-based administration, number masking, selective call recording, encrypted communication, security log streaming, and sensitive data access reports. Get connected for the best solution that fits your exact requirements.