Is the Data at Call Centers Secure?

Dec 13, 2019 by

Cybersecurity is a big concern in so many industries. As much as social media companies, banks, and credit card companies get the brunt of the public attention, there are so many middlemen and other companies holding our personal data. Some of the background companies stay out of sight and out of mind, such as contact centers.

There are call centers that work with multi-billion dollar organizations and small businesses alike. Call centers can be located anywhere around the world and are often fully connected to the internet at all times, constantly collecting, verifying, and distributing customer data. Security is a big deal, whether you think about it often or not.

Identifying the Problems

Call centers often hold onto a lot of customer data. Depending on the nature of the work the call center handles, anything from credit card details to social security or personal identification information could be stored together. What happens when these call centers are subject to data breaches and security threats?

All sorts of issues can happen. Poorly secured call centers can be attacked from the inside (maliciously or accidentally) or the outside. Data can be stolen from the call center itself as it’s collected or through the data storage facilities.

How to Address Call Center Security

  1. Choosing the Right Call Center Software

The first thing call centers should do for security is to choose a program that makes it easy for them. Good call center software should have built-in security features like data encryption, data shielding practices, and secure identity verification processes.

Just getting the right software can make a huge difference. If companies use a more secure software with features that enhance the security of the data collected, they’re already one step ahead of potential data breach.

  1. Cloud Storage Solutions

Companies that store data on their own local servers are actually at higher risk than those connected to cloud storage, in many cases. Cloud storage facilities are often very focused on security, keeping data protected far better than most businesses with local storage.

As long as the call center is using an encrypted connection to send or receive data from the cloud server, it’s a good and often cost-effective solution. Speaking of encryption…

  1. Encryption & Private Networks

Call centers need to be using secure, encrypted internet connections at all times. Man in the middle attacks, where someone connects to the stream of data going in and out of a company, happen frequently when data is sent over unencrypted channels. The solution to this is to set up a secure network for any time the company needs to transfer data to or from anywhere else, including within the company itself.

  1. Regular Security Testing

No matter how well set up a call center is, regular security tests should be done to make sure the data they’re storing is safe. Security tests performed by “ethical hackers” or security testing companies can expose any flaws in the company’s security before a malicious group gets to them. This allows the company to patch up the holes as they go.

No matter how secure a company is, there’s no way to be 100% safe from data breach all the time. As technology constantly evolves, new attack methods are developed and used on companies. If a call center isn’t check up on their security consistently, or using a secure software that’s keeping up with security needs, it’s more vulnerable to attacks.

Call centers handle a lot of sensitive data. We should expect them to take care of our data and the data of the hundreds, thousands, or sometimes millions of people who are connected to them. Little tweaks like using appropriate call center software and switching to cloud storage could be enough to make a huge difference in the security of our data.

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