illustration of phone with shield and credit card on top for secured call center operations

How to Improve Call Center Security with Virtual, On-demand Customer Care

Call center security is an operational necessity for today’s businesses, and not something to be taken lightly—a maxim that holds true for organizations of all shapes and sizes, and across all industries.

And there’s a good reason for this. There are many, in fact: Think of all the sensitive data that passes through your call center. We’re talking personal customer information, such as someone’s name, address, email and phone number, as well as potentially even more advanced details like age, gender and income.

Now, consider the consequences of losing control of that information. This could range from the embarrassing—say, losing face with your customers and getting some negative feedback on social media—to the disastrous, which could mean the loss of essential revenue streams as customers and clients jump ship for safer shores.

When it comes to call center security, apocalyptic scenarios like this aren’t an exaggeration. After all, even if you contain a data breach successfully and fully retrieve any sensitive info you’ve lost, the news of it could be enough to send your brand and reputation into a nosedive. Do you really want to risk being added to Wikipedia’s list of notorious data breaches for such preventable reasons as poor security or accidental publication of sensitive info by poorly trained personnel?

Yet with ever-more sophisticated methods and tools being used by hackers and cybercriminals seemingly each week, how can companies make sure that they’re equipped to ensure the safety of the data that passes through their contact centers? How can they hope to keep up with technology and best practices that change on a moment-to-moment basis, requiring ever-greater levels of expertise (and investment dollars) to keep up?

You may be surprised to learn that, for many businesses, the most effective means of ensuring call center security is entrusting those operations to off-site or remote agents and providers via virtual, on-demand customer care.


How Virtual Customer Care Can Help Improve Call Center Security

illustration of a female customer service agent helping a male customer in a secured on demand virtual structure

Okay, this may seem, at first, counterintuitive: After all, aren’t remote agents more susceptible to security breaches since they’re not onsite and within your immediate security zone? Don’t cloud-based agents just add another target for potential hackers to breach your defenses and compromise your call center security?

In reality, as it turns out, quite the opposite is true: A dedicated and experienced on-demand contact center service provider can offer a level of security and protection that very likely surpasses what you’re capable of in-house. By using virtual agents who work within an integrated and highly secure contact center network, you’re actually implementing a level of security that’s difficult to achieve on your own.

After all, doesn’t it make sense to entrust your call center security to experts who have worked for decades to achieve best practices in safeguarding sensitive information, and who possess the technological infrastructure and expertise to pull it off?

The alternative is to try to handle it all within your own budget and operational model—an undertaking that would require:

  • Investing in technology sophisticated enough to not only accomplish all the tasks of a modern contact center, but also achieve compatibility with the latest security features, patches, and anti-hacking safeguards.
  • Employing a team of IT experts who understand how to keep this technology—both the hardware and the software— n a state of constant readiness against attack.
  • Employing a team of agents who understand how to use this technology in a way that keeps the possibility of a security breach at an absolute minimum (while also ensuring customer satisfaction and sales growth).
  • Implementing advanced call center security best practices for those agents, including sophisticated authentication, authorization and access control protocols.
  • Understanding the latest global best practices and how they apply to your unique operational systems.
  • Implementing security best practices to any software that uses sensitive data, such as customer databases, employee portals, knowledge bases and project management systems.
  • Implementing backups and disaster plans to ensure that security isn’t compromised in the face of natural disasters or extreme weather events.
  • Understanding where your areas of vulnerability are from an operational perspective, and how to safeguard them accordingly.

“Anything less than a hard-edged, holistic approach leaves your operations wide open to system breaches and customers to personal-identity thefts,” as we have explained in the past. The process of ensuring call center security can be summed up in four words: “Start smart. End secure.”

Anything less than a hard-edged, holistic approach leaves your operations wide open to system breaches and customers to personal-identity thefts.


We Can Upgrade Your Call Center Security. Here’s How.

illustration of business woman getting analytics on how secure is an on demand call center solutions

Even given all of the points above, it’s still understandable for business leaders to be a bit apprehensive about outsourcing customer care because of the issue of call center security. If you’re still on the fence, ask yourself a few simple questions:

  • Are you sure that your in-house operations are actually more secure than those of a professional service provider’s?
  • What were the results of your most recent compliance audit? Do you regularly undertake them?
  • Does your IT security team regularly assess the “Big Three” factors: agent trustworthiness, infrastructure security and data protection?

If you can’t confidently answer yes to all of these questions, it may be time to partner with a company that specializes in providing call center security solutions that are robust, up-to-date and proven. At Working Solutions, we offer our clients more than 20 years of front-line data security best practices, using a fully integrated approach to ensure the latest and greatest security protocols.

Our infrastructure is up to the challenge of protecting your most sensitive call center data. Our team knows how to deal with a hardened IT infrastructure and data lockdowns, and our technology can identify potential security threats.

Our agents are continuously monitored to ensure they adhere to the most stringent administrative procedures and industry security standards. What’s more, our IT and program directors are current on whatever industry-specific features you may need to implement—including PCI DSS Level 1 security, compliance with HIPAA, and the handling of sensitive medical data, such as protected health information (PHI) and personally identifiable information (PII).

Contact us today to schedule your complimentary consultation and discover how we can help you ensure the safety of your sensitive customer data.

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