83 percent of companies will face a data breach at some point. Given that contact centers often handle sensitive consumer data like credit card details, social security numbers, and general contact information, it’s no surprise that they become frequent targets.
With new security challenges emerging from both outside and inside of your organization, it’s essential that you understand how to detect and avoid the most prominent threats.
A security threat means that someone attempts to steal or otherwise compromise private information hosted by a contact center. These threats can be either internal or external. For example, a cybercriminal can attempt to access your system from the outside. Alternatively, it can be a disgruntled employee abusing their access to steal customer data.
Given that call centers often work with heavily regulated industries like finance and healthcare, these threats are a major concern for leadership. With the average cost of a data breach coming in at $9.44 million, any security lapse could be fatal.
Whether it’s a cyberattack from outside the organization or an internal system failure, a security threat can lead to a breach of regulatory compliance.
The first step to safeguarding your organization against these threats is understanding their origins. Failure to do so could lead to legal and financial repercussions, as well as significant reputational damage.
Given the volume of processed consumer data, it’s no surprise that the contact center industry is subject to significant regulatory and legal mandates. PCI standards maintain security for payment processing, the do not call registry protects the public from unwanted calls, and HIPAA safeguards health data—these are just some of the regulations call centers must abide by.
A breach in any of these areas or even something as straightforward as failing to acquire consent for call recording could lead to legal action. With agents responsible for following these rules and human error playing a part in 82 percent of data breaches, ensuring call center staff compliance is essential.
Cybercriminals are always developing new strategies, so it’s essential that you stay one step ahead by refining your own cybersecurity systems and processes.
Be proactive, not reactive. Don’t wait until something goes wrong to start taking your digital security seriously. Preempt the threats, and you can avoid the damaging repercussions of a breach.
Let’s take a look at what you can do to mitigate the most common call center security risks.
When dealing with sensitive customer information and clients from highly-regulated industries like healthcare and finance, potential security threats can come from a number of sources. Whether it’s cybercriminals attempting to target individuals with phishing schemes or outdated software leading to a data leak, you must remain vigilant. Thankfully, with strong policies, targeted training, and the use of automation, you can mitigate these security risks.
A robust QA platform like Scorebuddy can provide you with the foundation for stronger cybersecurity. You can design custom training modules within an integrated LMS and track regulatory adherence with flexible scorecards and in-depth analytics tools. To see how Scorebuddy can help secure your call center, request your free 14-day trial today.