Call Center Security: End-Point Control

Call Center Security: End-Point Control

Call Center Security: End-Point Control

The questions about call center security were always looming in the horizon. BPO units have to work under the constant threat of their security being compromised by agents and employees. The single most important item that needs to be protected is the database. Databases can be sold for considerable sums of money. Unscrupulous telemarketing agents often pinch data from the unit that they are working for. This data is sold to other lead generation companies. The process is not just a financial loss. When there is a leakage in the data provided by the client, the reputation of the BPO service unit is at stake, too.

The call centers around the world are trying out new ways of protecting their data from infiltrators. A new way to do that is to protect the end-points of data access. By end-points, we mean the laptops and desktops that employees use to do the telemarketing work. Their machines are testimonies of the work that they are doing. If you are monitoring these and other computer peripherals like printers and scanners, you can check data theft to a large extent. Telemarketing agents who are out to scavenge on data will need some sort of device to take the data out of the work floor. It could be through personal laptops, external hard-drives, USB drives or paper printouts. The physical aspects of data leakage are probably the most ignored and therefore, the most effective.

The tech team of the call center has to keep an eye on the digital use of the data. Internet is the most common leakage point of information from the call center. Generally telemarketing agents or even customer service agents don't need to access any other webpage than the client's website or the CRM software. If you find them logging in to email services or social networking profiles, it's time to ring the warning bell. Check with the telemarketing services agent as to why he/she had to access the Internet during office hours. The tech team can also track the flow of information from one point to another through trackers embedded in the programs itself. If you find that the end-points are proving to be hard eggs to crack, but a physical ban on. Forbid the entry of any non-office digital devices like personal laptops, hard drives, etc.

When you are running the show at the call center, you have to be vigilant. Monitoring calls at the customer service or lead generation isn't the only way to do it. You have to make sure that you are not leaving anything to chance. Keep the tracking programs on at all times and go through them daily. A breach of security in the call center services can spell disaster for your brand and company. Telemarketing data is for keeps and clients are particular about what they share with you. Your company can also get sued if you leak out financial or medical information. The best way out is to keep your warning signals on and respond to the warning bells as soon as possible.

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