subject: Precautions at the BPO [print this page] Precautions at the BPO Precautions at the BPO
The work that BPO units do is open to many kinds of threats. Though not exactly classified information, call centers deal with sensitive data. When not vigilant, unscrupulous employees can take the unit on a bad ride. Clients are careful about the data that they share with their call center partner. They would definitely want this data to be secure. If it's found out that the data is being misused for some benefits, the clients have every reason to complain. Such instances taint the reputation of the unit and in the future, business firms may find it difficult to trust such a telemarketing unit. It leaves little room for the unit to choose from. They have to beef up security and ensure that they are protective about the data that they get from the clients. In this article we will take a look at how this data can be protected.
The first step is the cardinal rule of all danger aversion technique: prevention is better than cure. Call centers need to find out ways in which they can prevent the theft of data. For starters, the BPO managers have to be careful about the people they are sharing the data with. Limit access to the data according to the requirement. Telemarketing agents who don't need certain sections of the information need not have them on their computers. The problems start when the BPO service agents have more data on their plate than they are required to. When they have access to data, they are more likely to misuse them. Data theft and selling is a common incident in the business process outsourcing industry. Even customer service agents can run away with the data provided to them.
The second step is to monitor the calls made at the BPO. The managers and team leaders need to listen in on the calls and monitor the business being done. When the customer service agents or other telemarketing agents know that their calls are being monitored stringently, they will stick to ethical ways of doing work. When they are not being subjected to scrutiny, they are confident about bending the rules and living dangerously. Check for information that the outbound call center agents asks for. Is the agent asking for more financial details than you need to? Are they insisting on credit card information? Are they taking down credit card numbers on a paper or on their computers? These are answers that often lay bare the glaring leaks in the system.
In case you feel that something is going wrong in the call center, investigate. Don't shy away from asking questions. You may never know what kind of nexus is active in the BPO unit. Keep your eyes open for even seniors being involved in telemarketing scams and other
malpractices. You are dealing with data that is confidential and important for people, who also happen to be your customers. Unless you are really expecting some intervention to tell you what's going under your nose, be vigilant!
