5 Contact Center Security Precautions You Should Implement Immediately

We often say that contact centers are on the front line of customer service. They are also on the front line of protecting each customer’s personal and financial information. That call center security challenge is becoming more critical as hackers and scammers become more sophisticated.

One article we found reports that incidents of call center fraud rose more than 100% in 2017 over the previous year. That suggests whatever businesses are doing now, it’s probably not enough.

Here are some ideas for making your security protocols more secure.

  1. Non-Verbal Information Transfer

At most contact centers, agents still ask customers to recite sensitive information such as social security numbers or a credit card number. There are simply too many ways that this information can now be compromised. Instead. adopting a dual-tone multi-frequency (DTMF) masking technology will allow customers to enter private information via telephone keypad, which will not be captured on a call recording.

  1. Change Passwords Every 60 Days

Yes, it’s annoying. But doing so remains one of the best ways to keep unwanted intruders out of the company’s systems. And every password selected must use upper case and lower case letters with some numbers thrown in as well. They’re harder to remember, but also harder to steal.

  1. Revoke Ex-Employee Credentials Immediately

Agents who leave a contact center – especially if they are fired under contentious circumstances, must not maintain any access to the company’s systems. If they can still sign in, they can access data that can be sold to hackers. There may also be situations where hackers can steal the identities and credentials of current agents. Additional layers of security and authentication here can prevent these types of incidents from occurring.

  1. Educate Agents About Ransomware

Public sector websites are particularly attractive targets for ransomware. When a city’s systems are compromised, it can disrupt police departments, transportation systems, courts, libraries, tax collection and emergency services. That brings a sense of urgency to the crisis that is more likely to result in a ransom being paid. And one of the easiest ways for ransomware to enter a system is when someone clicks on a suspicious email.

Since most phishing emails are now ransomware, a cyber security awareness and education program is one of the most effective steps a public sector entity can take. Make sure all personnel,  not just your agents, understand how to spot phishing, and how to maintain the habit of smart password management.


What security steps have you taken at your contact center to protect your customers? Share them on our Facebook page

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