Security Matters in Telemarketing

Security Matters in Telemarketing

Security Matters in Telemarketing

The concerns about security in telemarketing services is a global phenomenon. Call centers have to be particularly careful about the kind of access that agents have on the data. The database could belong to the BPO unit itself or may have come from the clients. In either case, especially in the latter, the managers and supervisors have to be particularly careful. They have to limit access to the data as per the demands of security policies. When the agents working on the outbound call center desk actually have the entire database at their disposal, there may be some unwanted breaches in the security. That is why the call center supervisors have to vigilant at all times. Let's take a quick glance through measures that the BPO service unit can take when they are faced with security issues.

To begin with, we will talk about the physical ways to stop any breaches in security. Encourage the call center agents to get into the habit of locking their computers when they leave for comfort breaks or to attend meetings. Data thieves are quite adept in the skill of picking up the most opportune moment to commit digressions. The telemarketingagents must take on only that much of data as they need. They have to be aware of the consequences should some unfortunate incident happens with the data while it is in their custody. It is in their domain to secure all end points that they have access to, like computers and other peripherals like printers and scanners. You can cover a lot of ground in data security if you have the computers secured and quarantined. Keep them under password locks.

The management of the call center has a strong role to play in data security, too. It's often noted that they are not keeping a close tab on the data that they have let out to the telemarketing team. That applies to both physical and digital means. The managers have to keep track of the data and how it is being used by the lead generation agents. For example, check for the questions that the outbound call center agent is asking when they are selling financial services like debt consolidation or debt recovery. Are they gleaning more information from the prospective customers than necessary? Are they noting things down, like credit card information? If the answer is yes, you have trouble on your hands. You might do good to step in and forbid the BPO agent from doing so.

Take strict action if you are sure that there is some malpractice going on. The reputation of your call center depends on how you handle your data. Clients will lose faith in your powers of maintaining discretion about data and information. That would hold against you when you pitch for telemarketing projects in the future. Such incidents make permanent dents in reputation. Because call center services is about some huge sums of money, clients wouldn't like to risk it with such BPO units with their data and classified information.

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