How to ensure standardized security for contact centers

How to ensure standardized security for contact centers

Security and privacy policies are paramount for all businesses. Especially while handling a call center or a contact center, it is imperative to adhere to the security standards strictly. Besides, because of the pandemic of COVID-19, businesses are promoting remote work. Hence, security measures have become more crucial.

The contact center is often regarded as a high-risk area for data security compromises. They usually process and store a host of PII – Personally Identifiable Information such as payment card data and social security numbers; they are prime targets for fraudulent activity.

However, external intimidations are not the only ones eyeing the contact center’s PII information, as those inside the organization can also put sensitive data at risk. Sometimes, potential insider threats also make business owners worrisome about the data breach. Besides, even accidentally leak data by human error or by falling victim to a phishing attack is the cause of concern for many contact centers or call center owners. While the wide majority of agents are diligent, customer-focused, and trustworthy, it only takes one employee succumbing to questioning to violate compliance laws and possibly cause a massive data breach.

Thus, a secured software solution is the must requirements for the business that deals with customers’ confidential details. Let’s explore how HoduSoft is offering optimal security measures with the contact center software.

Authentic call recording

Many call centers record calls for monitoring or training purposes. The audio files often have sensitive information. They mostly contain credit cards or debit card details, which is at higher risk for the data breach. But, if your system is robust enough and has authentic accessibility for the recordings, the risk is minimal level. Our contact center software has secured call recording functionality; which is only accessible for the authentic person only.

IVR security

Interactive voice systems and other automated measures may improve call centers, keep pace with the volume, or drive efficiencies to decrease costs. But, all of this automated communication is run by computers, which means a great deal of data is being saved someplace on networks or in the cloud. So, while thinking about owning new software, make sure their practices for the data storage, protection, and management of automated call data.

File encryption

COVID-19 has changed the scenario of business operations. The remote work approach is a widely accepted phenomenon in the current situation. Hence, employees do need access to some data outside the business premises. This demands specialized security for file sharing. If a call center software has the file encryption facility, it is beneficial in many ways. The secured data transfer with end-to-end encryption reduces the chances of a data breach.

Controlled access to information

Not everyone in a contact center needs to have access to all the information. Controlled access is particularly essential for call centers and contact centers. Out contact center solutions offer controlled access to the entire system. From the role assigning to call monitoring and recording, everything can be controlled from the master admin account.

HoduSoft strictly adheres to the security standards while developing call center software solutions. Security should not be overlooked in today’s cyber-sensitive environment. We understand the importance of data security; hence we ensure all types of security measures. We securely safeguard our clients’ information while collaborating with them.

Want to get secured contact center software to empower business growth?

You have landed at the right spot. HoduSoft offers reliable, scalable, secure software solutions that cater to the needs of contact centers and call centers. Connect with our experts today, and obtain robust call center software that promotes business growth.

Sourced from: Hodusoft. View the original article here.

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