Published: May 16, 2019 | Comments
Contact centers are often the target of threats to cybersecurity. The perpetrators behind such attacks are always after the privacy and data of people, and there’s no other place to find an influx of victims than within the servers of a contact center.
If you work in a contact center, you should know very well that your customer’s security is the top-most priority.
You will need to go all out when it comes to security. Aside from employing the use of solutions and tools, you will also need to take steps to protect your assets further. If you think you are well protected enough, think again. Here are some tips for protecting your customer’s privacy and data.
Anti-Virus Is Still Essential
Even in this day and age, anti-virus is still essential. In fact, it has become more critical now that malware has become more vicious. Make sure to do regular scans of your systems using top-notch anti-virus software. Look for ones that detect trojans and especially malware as this can significantly strengthen your defenses.
Identify And Stop Internal Threats
People from the inside often cause a lot of the threats that you may face in a contact center. Internal threats come in various forms, but these are commonly current or former employees. There are several types of “rogue employees” you should look out for:
- Temporary employees that are looking for a profit once they leave the company. They might sell important details to fraudsters and hackers.
- Employees who have a grudge against the company and are looking to strike back by exposing its security flaws.
- Employees who are unknowingly opening up the company’s security by carelessly clicking on links online while using company-issued devices.
- Hackers who infiltrate a company’s servers by becoming a part of the IT department.
According to CSO Online, one of the ways to prevent an internal threat from attacking is by using automation to wipe a leaving employee’s record clean. This includes company credentials and more. This process is often done manually, and it could leave some areas prone still. That’s why automating is the better choice.
For employees who are a bit careless when it comes to cybersecurity, the best bet is to provide them with the proper training. Teaching them how to spot threats and avoid them, in general, will significantly reduce the chances of data breaches, malware, and other cybersecurity issues.
Encrypt Vulnerable Data
One way to guarantee the security of any files in motion or in rest is by keeping them encrypted. In doing so, attackers won’t be able to access the files easily even if they find a way to steal it. Data encryption is often done through software or via the IT department, so be sure to invest in these fields as well.
Don’t Use Auditory Q&A For Crucial Data
Some questions are best left for your agents to hear. Then, there are some that should be answered more safely. Traditionally, customers are asked to read their bank details aloud. This, of course, is an insecure method. Companies should adopt dual-tone-multi-frequency (DTMF) masking technologies. This useful solution allows customers to input their bank details using a telephone’s keypads. That way, their bank details can’t be recorded.
Keep software Up-To-Date
One of the biggest mistakes you can make while running a software-centric business is not keeping said software up-to-date. Operating systems and other essential software receive regular updates not only to introduce new features but also to close any of the security flaws in the current version. You should allow at least an hour a week to make sure that all of the software you use is updated.
Enforce Better Security Measures For Employees
Aside from giving them proper training, you should also enforce better security measures for your employees. This includes requiring them to use complex passwords and having said passwords changed once every 90 days or so. Always keep in mind that your employees are an entry point for threats, so they should always be prepared.
Conduct Regular Penetration Testing
Penetration testing is basically a safe form of cyber threat. During this test, a group will try to get into your servers to pinpoint any possible flaws. The in-house IT department often does penetration testing, but it would be better if you have third-party firms do the work. Try to schedule one at least once every two months to make sure that your assets are always safe behind an impenetrable wall.
Having top-notch cybersecurity is a must for all companies, but for contact centers that hold the data of countless clients, it is even more essential. While these tips above will help you defend yourself even further, there are many other measures you should take.
Infographic URL: https://techjury.net/blog/online-data-safety-stats/