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Mitigating Data Protection Risks In Call Centers

Posted by Varsha Bhagchandani
Data-Protection-Risks-In-Call-Centers

The outsourcing industry is experiencing momentous changes in terms of business model and the underlying technology deployed by the service providers. Moreover, the ability to access online applications has improved the flexibility of employees working in a call center, which has further introduced a new trend – work from home. Driven by these factors, outsourcing units are witnessing a double digit growth.

However, with this rising growth rate industry experts are questioning on the capabilities of the service vendors to ascertain adequate security measures in their processes. This blog attempts to throw light on how contact centers are addressing these security concerns while providing best-in-class services to their clients.

A BPO unit handles huge data while calling customers and collecting payment details from them. It is, therefore, important for vendors to have strict policies & procedures in order to prevent the misusage of consumer data, while introducing ways to fully retrieve this critical information in case of disruptive incidents.

Most of the leading call centers in India today store their critical files and applications on cloud by encrypting passwords to prevent data leakage as well as other system issues. In addition, other data protection measures followed by the contact centers to overcome security risks are:

1. Information is not released to other third party service providers, without the prior consent of client to prevent the occurrence of any fraudulent activity

2. Vendors can only use information for explicit reason it is gathered

3. Archive all Personal data/information of the client on regular basis to mitigates the risk of data loss

4. Call recordings in line with legal clarification, compliance audits, and technical guidance as used by the data controllers

5. Capitalizing on the benefits of the Virtual Private Networks to ensure more security for any file/information transported via the Internet

6. Tender a secured File Transfer Protocol (FTP) option to streamline data transfers between the service provider and client site

To conclude, security concerns will always be the primary apprehension for organizations to diligently protect client’s data against any information theft. To appropriately address this, service providers offer various features like 24*7 monitoring, robust data centers, and failover ACD to keep a continuous check on the ongoing intrusion detection. 


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