How to protect your customer's data
Last year saw the likes Carphone Warehouse, Lloyds Bank, TalkTalk, Vodafone, JD Wetherspoon and the BBC become the unhappy victims of a major hacking crime wave that swept throughout the UK. Research by Elmore added further unease to those working in call centre team leader jobs after discovering many call centres throughout the country run the risk of becoming cyber crime victims as well.
Here, we show you what you can do to protect your customers’ data.
Step 1: Have strong Q & A protocols in place
Imagine that you’ve just met up with a blind date you met on Tinder. Based on their profile picture, you were expecting to potentially romance with someone of movie star quality. Upon meeting the individual in person however, you discover to your horror they bear a closer resemblance to an ogre who’s just emerged from a swamp.
Now this may sound like nothing more than a silly hypothetical scenario, but from a call centre perspective, we begin to see how data thieves can just as easily dupe a customer service representative if they are not prepared. Even more so given that there is no way to put a face to the name. This is why it’s important to ask questions that will yield a response from the customer that is both unique and specific to them.
“When a customer calls a call centre, service representatives should be equipped with asking security questions that only an authorised customer has the ability to answer,” advises Mia Papanicolaou, Chief Operations Officer for Striata Inc, who formerly operated in the UK division.
Step 2: Control information access through digital document management
When incorporating any digital document management solution into your call centre, you need to ensure that it is capable of controlling, compartmentalising and restricting access to confidential documents.
You need to be aware of the risk of an agent possibly redistributing or selling confidential information to a complete stranger. For this reason you need to ensure that files are encrypted to dictate what functions can be performed on a document.
“A viable Document Management System (DMS) allows businesses to work at a greater rate of efficiency, without the security risks associated with storing physical files, e.g. flood, fire and data theft,” reads a statement from Margolis – Documents in Motion. Document Management Systems should dictate the actions of users, and protect the files from being shared or downloaded by unauthorised personnel.
Step 3: Provide ongoing agent education
“The easiest way for criminals to breach security and access a repository of confidential documents is by tricking or compromising an employee. In a call centre environment, which suffers from high employee turnover, this risk is compounded,” cautions Papanicolaou.
For this reason, it is important to make customer service agents aware of the security breach risks, and educate them on how to keep customer information confidential.
“Constantly reinforce that one should never click on links or open documents from an unknown source as this is a common method used to install malicious software that effectively puts the hackers inside the secure network,” she advises. In addition, agents should be advised to never divulge confidential information unless the caller has answered personalised questions correctly.
Calling all call centre job seekers!
Whether you’re seeking an entry, experienced or managerial role, Search is recruiting for over 300 call centre jobs nationwide. If you think you have what it takes to manage a call centre team, contact us for info on our call centre team leader jobs today!