How to Ensure Contact Center Data Security

By Enterprise Security Magazine | Wednesday, March 13, 2019

data securityContact centers act as the direct link between an organization and its customers. It is a great medium to improve customer retention and engagement. Businesses view contact centers as a high-risk area for data security, as contact centers store various Personally Identifiable Information (PII) like payment card data, social security numbers (SSNs), and so on.

With the sudden increase in technological advancements, enterprises have to be wary of both the internal as well as external security compromises. Attackers are continually on a look out to find security loopholes in a system to enter their network and rob them of their sensitive data. Many contact centers have started updating their security solutions and training their employees about data security features and measures. In the wake of the requirement for advanced security solutions, here are a few initial steps for contact centers to protect their data:

Emphasize security basics: Enforcing security best practices like locking a system while leaving the workstation and changing passwords on a regular interval can go a long way in ensuring internal security for contact centers.

Employee training: contact center enterprises should provide specialized training about the company’s security practice standards. Businesses should train the employees about the steps to report breach attempts, security incidents, and any other suspicious activities to the management.

Compliance regulation: Contact centers should ensure that they adhere to the rules of HIPAA and PCI DSS. PCI DSS regulation also allows companies to perform an audit for self-assessment of their company’s security solutions.

Call recorders: call recorders can contain sensitive authentication data of users, which can cause catastrophe for an organization if the data is meddled with. Organizations should ensure that ll the call recordings that have sensitive customer data should be deleted securely.

Segmentation of VoIP and Softphones: Voice over Internet Protocol and softphones are generally connected to desktop environments processing payments. Contact centers should segment the payment data and telephone networks to protect against any malpractices.

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