How Cloud Call Centers Are Taking Steps to Improve on SecurityApril 6, 2017
Call Centers – Nothing New
Call centers themselves are nothing new. These have been used for decades in order to provide customers and clients with support when needed and assistance when needed. The ability to talk to a live operator is attractive for many people.
The first call center can be traced back to 1982 and has gone through all kinds of changes and modernization since that point. It began with using index cards to write down data and information, and has since expanded to high-tech call center software, such as what you’ll find at such places as KomBea. Data can now be stored remotely and accessed by representatives across the country, and world, allowing for a smoother customer experience.
Because call centers are often collecting sensitive information, security has become an issue. Customers and clients were suddenly all too aware of the fact they were giving away such information as their credit card number over the phone to someone they don’t know. Where is the guarantee that their information won’t be used illegally? It was time for call centers to take a look at this issue and take steps to improve upon their security.
The Digital Era – Making the Necessary Adjustments
While no-one will argue that the digital era has made improvements, it has also created problems where security is concerned. These problems surround the topic of digital document transformation. Companies are relying on software and various platforms to gather information from customers and then share it. The key is making sure this information is shared with the right people.
We also live in a time where hackers exist and constantly seem to be busy at work. Look at the AT&T call center based in Mexico, which suffered a massive customer data breach at the hand of hackers. The company was in turn fined $25 million since it turned out to be two employees who were accessing the information and then selling it off.
Because so many companies rely on outsourcing their call center, it’s important for them to ask security questions that will protect them from something such as what occurred at the AT&T call center.
What Should These Call Centers be Doing?
So, what should these call centers be doing, and what are they currently doing to improve on security? The good news is that plenty of these companies are taking security extremely serious, such as the above mentioned KomBea, by taking a number of steps to protect important and sensitive data from getting into the wrong hands.
Today any customer service call should begin with a series of security protocol questions. The service rep should ask a number of security questions to ensure that the caller is who they claim to be and should be allowed access to their account information. This can include such things as asking their telephone number, address, birthday, and possibly a passcode.
When dealing with digital documents, they should not be made available to everyone in all departments. Instead they should be restricted to senior agents in specific departments. It may even be necessary to make those documents unable to be seen by the call center agent, yet they can send it to the customer to view it themselves.
You may also want to consider using voice biometrics. This technology uses the caller’s voice print, which is unique to them alone. It is seen as a very high-level security option.
The call center itself should also be doing its due diligence in terms of screening all employees and doing background checks. Keeping employees up-to-date on the latest security protocols is also important.
The Multi-Layered Approach
When it comes to the best security method to use there is no right or wrong answer. Most would say that the best approach is a multi-layered one where numerous security measures and protocols are used. There is no such thing as going overboard when it comes to securing data and sensitive information in call centers.