“Call centers never get hacked, why should I worry about security?” is something that only a very naïve person would say. While they may not be the most obvious targets, call centers still have to deal with their fair share of hackers, and need strong security to protect the sensitive data they store.
Call centers contain a vast amount of sensitive information, such as passwords, customer information, and data. In the wrong hands, that’s a treasure trove of information just waiting to be abused. As such, it’s important to know how to protect that data.
There’s some call center recording and coaching technology that can stop recording when someone starts talking about information that can tempt thieves. The Payment Card Security Industry Data Security Standards (PCI (News - Alert) DSS) Council has set some compliance requirements, which recordings of personal information fall under, so call centers have to adjust their recording controls to meet those requirements.
For instance, CallCopy (News - Alert) has its Coalfire PCI security assessor, which audited its call center workflow tech to make sure it was PCI compliant. In doing so, it determined that the workflow optimization applications can be removed from PA-DSS validation scope, so sensitive information is not exposed. Furthermore, its blackout feature can pause recordings whenever sensitive information is relayed, so that it isn’t stored.
Other firms, such as NICE, offer desktop analytics to pause and result call recording passed on the agent’s screen activity. NICE also includes access-control tools, such as strong password management, to keep the information it does store safe and secure.
Thus, while protecting call centers is important, there are companies that specialize in this. Call centers must ensure that their recording software meets PCI requirements, and that the information they do record is safe.
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Edited by Stefanie Mosca