For a business representative, it is integral to understand and maintain the security standards of the customers. Thus, customer support shouldn't let the customer’s crucial information fall into the wrong hands. If, in any case, a customer's personal information gets leaked, the relationship with customers can be affected. Eventually, it will also affect the company’s reputation and growth as a whole.
If you want to avoid these unwanted scenarios, you need to understand why data security is the priority. Further, what adverse circumstances can you face due to it? Get into this article, call center security standards for outsourced customer support, to learn more.
Call center security-committed companies shouldn’t miss out!
Without further ado, let’s proceed!
Why should customer security be a priority?
You are lucky if clients choose your company over all other options in the market. You have to invest a lot of effort to make their experience comfortable and safe. Keep in mind that if you take customers' data safety as a serious matter, customers’ trust will build in you. And customers’ trust will ultimately lead to business growth.
On the other hand, failing to meet customer security or showing negligence in the data security systems can ruin your progress. Call security is one of the most severe matters because a customer discusses personal information on a call that needs to be protected by all means.
Hence, customer support uses all possible means to satisfy their customers and win the market.
Components that ensure the security of customer support
There are several components that you can use to ensure the security of the data of customers, and some of those are:
PCI compliance
As technology advances, data security issues also drastically increase. Meanwhile, customers’ critical information is also a threat. PCI compliance is the best solution to secure online transactions in this challenging scenario.
This customer service compliance helps keep the customers’ call details safe and confidential. In this way, all the essential information, credit card numbers, and bank amounts remain safe from hackers.
Simply Contact is a company that better understands the importance of data security. Therefore, it is PCI compliance; hence, you can contact Simply Contact if you want to prevent online breaches. Indeed, it is the best PCI-compliant call center.
IVR Security is another way of securing the customers’ sensitive information. If a customer shares his name, phone number, or address in the call, it can be transferred to IVR Security for security.
IVR security helps to authenticate your customers’ critical information without involving a person.
Encrypting files
Files encryption helps to secure digital information. When you store any information on a computer, you must be very conscious of its safety. Data encryption is an easier and quicker way to keep data confidential.
You can also encrypt your customers’ calls to keep their information secure. Moreover, encryption is also an ideal solution for transforming data through an insecure medium.
Conversation recording storage
When a customer calls a customer center, the call is recorded due to various reasons.
During the call, customers share private information that they don’t want anyone else to know. Though certain tools make the call pauses when confidential information is being shared. Yet, according to the call security center, the conversation recording must be stored in a safe folder.
A data breach can put the company on the verge of risk.
Controlled access to information
If outsourced customer support wants to keep their customer information secure, controlled access is a remarkable step. This security technique helps you give access to a file or folder to people only to whom you want to view or use the information.
This easy-to-use technique reduces the security threats to the company. It helps you to give access to the data to the most trustworthy people in the work field.
There are three types of access control:
Discretionary access control (DAC)
Role-based access control (RBAC)
Mandatory access control (MAC)
ISO/IEC 27001:2013 compliance
ISO/IEC 27001:2013 is the best security management because it specifies certain criteria that you need to follow for online security.
It lets you know to improve your company’s security and protects you from online breaches. Further, it enables the company to know how to implement and maintain the customers’ critical data safety.
Benefits of ISO 27001:
ISO 27001 protects your company from heavy fines. Keeping a customer’s sensitive information protected is every company's foremost. But cyber crimes are at their peak; therefore, ISO 27001 protects you from such crimes and saves you from the penalties.
If a company loses any confidential data, a big question mark is raised on its services. Therefore, ISO 27001 is a security management system that provides an edge to the company to secure the protected information of the customers.
It protects from frequent audits; it also assists the company in setting its security risk responsibilities for better focus.
Thanks to Simply Contact, it is compliant with ISO/IEC 27001:2013, which is undoubtedly the best information security management system.
What is PCI compliance?
When a customer sees a PCI-compliant logo on any website, the trust and security level are enhanced a hundredfold. A PCI Compliant company, just like Simply Contact, ensures that the company has taken all measurements for customers’ data protection.
Some of the features of PCI Compliance are:
Secure network
When a computer or any other device containing important data connects to the internet, it becomes vulnerable to hackers.
However, with proper measurements, PCI compliance can prove beneficial. PCI compliance is a secure network that protects data from outside hackers.
Security software
The purpose of designing the security software is to save the data from unauthorized access. It keeps laptops, mobiles, and networks protected from threats, viruses, or intrusions, which can damage the data in any way.
In this way, systems, data, users, and companies stay safe from risks. PCI Compliance is a security tool that keeps important company data safe and secure.
Network monitoring
Network monitoring is a great way to keep the business free from interference. Hence, your operations will not be interpreted by any unusual issues. Through network monitoring, you get visibility to stay one step ahead of online security issues.
It helps you figure out the outages that can create bottlenecks. Thus, you can cope with them then and there.
Moreover, network monitoring protects your data from advertisements, viruses, or phishing.
Encryption
Call centers receive, process, store, and often transfer sensitive data. In this scenario, encryption provides a layer of security. Encryption prevents malicious actors and turns the readable data into numbers or symbols for safety.
Readers who want to read encrypted data use certain tools.
The following are three types of encryption.
Symmetric
Symmetric encryption is a procedure in which you encrypt and decrypt the data by using only one key.
Asymmetric
In asymmetric encryption, the company uses a public key for data encryption. But, a private key is used at the time of data decryption.
Hashing
In the hashing process, an algorithm helps create a unique hash that helps in data comparison, and ultimately you can easily understand the encrypted data.
Restricted access
PCI compliance offers an outstanding option for restricted data. It allows customer support to share your precious data with only a few reliable staff members.
This feature is an additional safeguard of your customers’ sensitive data. You can imply a strong restriction at every level and make the data flow in your desired channel.
It is a comfortable and quick security option you can apply on every level. This easy yet worthy option protects customers' information from threats, fraud, and hacks.
Documented security policy
A document security policy is a set of informative documents that explain the employees' performance in a suggested way. It helps to prevent security risks.
This documented security policy lets the employees know what the company’s objective is and its expectations. In addition, documents also contain senior staff members' ideas.
Summary
Technology brings several risks aside, and one of the major risks is data security. Data security is the most significant concern for every business, particularly outsourced customer support. Customers need to share much of their confidential information on the recorded call. A company must try to keep every tiny piece of information safe as it is a matter of their company’s grace and customers’ protection. A hacker can misuse the hacked information in any way.
A company requires appropriate tools and adopts median methods to keep all sensitive information safe in order to sort out these issues.
Simply Contact is an outsourcing contact center that ultimately tries to keep the customers’ sensitive information. The company is compliant with PCI and ISO/IEC 27001:2013 Compliance to protect its customers from any mishap. We provide dozens of customer support services by keeping security as the top priority.
Looking for secure outsourced customer support?
Simply Contact stands out as a trusted leader, adhering to the highest standards and security protocols.
