Companies need security to protect their business interests and consumers. Decades ago, companies focused on physical security. Although physical security is still an issue for businesses, security concerns have expanded to include consumer data.
Consumer data is a valuable commodity, and unauthorized access to data puts companies and consumers at risk. Companies dealing with data security breaches may pay consumers settlements and incur legal fees, in addition to the cost of restoring their cybersecurity system. Consequently, data security breaches can cost companies tens of millions of dollars. Companies that handle high volumes of customer data, such as call centers, benefit from employing rigorous security protocols to protect their operations. Let’s look at best practices call centers can use to protect customer data.
Contact centers protect consumers by using the best call center software available.
Call center software enables customer service representatives to interact with consumers via multiple communication channels, such as phone calls and text messages. Call centers can use omnichannel software for on-site centers and cloud contact centers. Mobile app call centers enable remote workers to provide exceptional customer service from any location.
The mobile app provides managers access to stats in real time, and they can track key performance indicators (KPIs) with the app. Although remote workers may be off-site, the omnichannel mobile app allows remote supervision. Consumers can be connected with on-site personnel via the mobile app, ensuring consumers receive expert service from appropriate personnel. The software complies with regulations and major laws, including the Health Insurance Portability and Accountability Act (HIPAA), protecting health data. The software also complies with the telephone consumer protection act (TCPA) and general data protection regulation (GDPR), ensuring users respect consumers’ rights when collecting personal data.
Call centers can use computer security software.
Computer security software enables companies to secure computers or networks. Companies can use security software to monitor social media 24 hours a day and search online for information about potential security threats. Businesses can use the Dossiers threat management feature from LifeRaft to organize information about threats and evaluate threats to determine the level of risk. With cutting-edge threat management tools in place, companies can use proactive measures to protect consumer data from security breaches.
Computer security software also provides instant alerts via selected Slack, email, desktop, and app notifications. Companies using this software never have to worry about missing a notification. The software scrutinizes all corners of the internet, including the deep web, to ensure users know about all potential threats.
Contact centers can employ information security analysts.
Information security analysts install security software, firewalls, and data encryption programs to protect company data. These information technology (IT) experts test computer systems to ensure they’re secure. Information security analysts also investigate security developments and recommend new security protocols. It’s their job to know about the latest security threats and how to protect their employers from those threats before a breach occurs.
Companies should implement security protocol recommendations made by information security analysts and ensure all employees understand those security protocols. Investing in security protocol training ensures all employees understand company protocols and follow appropriate security procedures. Information security analysts can teach employees about security features and explain how security systems work.
Call centers can employ white-hat hackers.
Hackers use their computer skills to gain access to computers without authorization. White-hat hackers have exceptional hacking skills but don’t engage in illegal activity. Instead, these hackers attempt to penetrate their clients’ network security systems. Their efforts enable them to identify potential system weaknesses and make recommendations to improve network security. White-hat hackers also test software and hardware security, ensuring all components have optimal security to withstand malicious hacking attempts.
Call centers gather and use a lot of consumer data. Using exceptional call center software and computer security software enables call centers to protect their business data. Information security analysts and white-hat hackers ensure that contact centers maintain their security.
