Security of BPO Projects

The concerns of security in a BPO unit were always there

. Data peddlers would leak the information that can be termed as classified in the business sense. Call centers across the globe has to fight this menace on a daily basis. There are software programs to help them out, but the bulk of the monitoring has to be done by the supervisors and the team leaders. As a matter of fact, the concerns about security are not just restricted to a few telemarketing projects that involve finances or medical records. Nowadays, the concerns have spilled over to the other domains as well. BPO service firms are tackling all the odds stacked against them to find out a way in which their clients can feel safe about the data that they share.

Telemarketing scams are as much a part of our lives today as are the telecalls that we receive. Scams conducted over the telephone have call centers posing as bodies attached to international organizations like the Red Cross! They call up commoners to ask for money. The scammers often use the database of legitimate call center units to tap customers. Agents working in the bona fide call center services leak the data that is handed to them for their work. The result is that unscrupulous elements have access to the data and they misuse that. They call up the numbers on the list, often masquerading their personas to have greater access to the personal details of the citizens.

The call centers are bound by security clauses to protect the data that is made available to them by the clients. The team leaders and supervisors have to be very careful about the data that they share with the agents. A basic thumb rule that they can follow is to ensure that telemarketing agents have limited access. Keeping the cards close to the chest often works for the BPO unit. Share only the data that you have to. Even then, many call center managers split up the data among the agents so that no one has the complete picture. For example, if one agent has access to the phone numbers, someone else knows the social security number of the same customer. It will be impossible for any single agent to piece the puzzles together and complete the picture.

Monitoring the calls made by the outbound call center agents is another wise step. Some call centers do away with the practice of monitoring because they feel that agents suffer from the scrutiny and become conscious of the job that they have to do. But that is the wrong way to work. Monitoring of the calls made by BPO agents serve dual purposes. For one, you can check for quality and determine whether the agent is doing a good job. At the same time, you can find out if any wrong doings are happening. If you find your telemarketing agents are pushing for financial details, it's time to wave the red flag. Make it clear to the agents what is acceptable and what is not.

Security of BPO Projects

By: jems hug

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