Customer Service
The importance of data security in call centre outsourcing consulting
Data has become one of the most precious commodities in today’s digital economy. Every business is leveraging data to gain strategic customer insights and stay ahead of the competition. But with the increasing importance of data, the threat of data breaches is also on the rise. The average global cost of data breach has increased by 10%, from $4.45 million in 2023 to $4.48 million in 2024.
Many businesses cannot withstand this exorbitant expense and the complex and expensive aftermath of a data breach, especially companies dealing extensively with sensitive customer information – like call centres. As a result, using call centre consulting firms to focus on enhancing data security in call centres has to be one of the key concerns when it comes to call centre compliance.
Call centre compliance standards
Call centre compliance standards are more than just a checklist you must tick. They require a two-pronged approach: first, focusing on the laws and regulations that protect customer data, and second, focusing on internal policies and practices that foster a culture of compliance and reduce your exposure to cyber threats. This includes adherence to data protection regulations like the General Data Protection Regulation (GDPR) or the California Consumer Privacy Act (CCPA) to ensure the company can protect the privacy rights of every single customer.
Understanding call centre data security risks
Understanding the risks is crucial to maintaining data security, as they can have a massive impact on call centres. Some of the common risks that threaten data security in call centres include:
Outdated technology
Outdated technology is one of the biggest threats to data security, leaving you vulnerable to cyber threats. It also results in poor data visibility, making compliance challenging. Call centre consulting firms can help modernise legacy systems.
Lack of staff awareness
Your team is often the greatest asset and the biggest liability when it comes to data security. A well-trained team can ensure compliance and protect your customers’ data while delivering exceptional customer experience. On the other hand, a lack of awareness about data security measures and compliance standards can result in the support agent inadvertently exposing customer data or compromising compliance.
Disjointed processes
If your call centre team operates in a silo, disconnected from the rest of business operations, customer data visibility will suffer. Though it may seem insignificant, it can compromise call centre compliance.
Best practices to ensure data security in call centres
Ensuring data security in call centres requires a multifaceted approach, from building a robust team and developing solid data handling policies to implementing robust tech solutions. Working with a trustworthy and reputed call centre consulting firm can simplify this process.
Here are some best practices that can help you ensure data security compliance in your call centre and customer support operations:
Invest in building a team
Your team can be the biggest ally when combating data breach threats. Investing in quality employee training and awareness programs can help you build a team that will help you identify and rectify vulnerabilities in data handling and security protocols.
Implement robust tech solutions
It is not necessary to keep updating to the latest tech solutions. However, investing in and implementing robust tech solutions can give you access to the right data protection solutions. This can help you establish data encryption protocols for secure communication and protect sensitive customer data from cyber threats.
Conduct regular audits and assessments
Regular audits and assessments from call centre consulting firms can help you monitor whether your investment in training and tech solutions is working properly. Audits can help you monitor data security compliance, identify potential vulnerabilities, and update your systems to mitigate the potential risks.
Implement clear data handling policies
Lack of clear data handling policies – whether data privacy, disposal practices, incident reporting, or data breach management – can be a significant hurdle when managing call centre data security. Well-defined policies, SOPs, and guidelines will help your call centre staff ensure they handle sensitive customer data appropriately.
Leverage access control tools
Leveraging access control tools can help you limit data access. This can help you implement the principles of data minimisation and purpose limitation and ensure only authorised personnel have access to sensitive customer data. Implementing different levels of access controls can help you minimise the risk of internal data breaches or accidental modifications.
How can Infosys BPM help ensure data security in call centres?
Call centres are the backbone of the customer service operations of modern businesses. Modern call centre consulting firms help companies optimise their customer support operations and ensure compliance with data security standards. Infosys BPM offers technology-enabled contact centre solutions to effectively manage call flows, optimise workflows, and enhance business value.
