However, amidst all these opportunities to drive contact center technology improvements, it's important not to forget the potential risks associated. Given their position on the front line of customer engagement, agents handle highly sensitive personal data and payment information and can provide access to customer accounts. This makes them a target for hackers and fraudsters. Over half (51%) of financial institutions now believe call centers are the vector of choice for criminal attacks, with fraudsters using previously breached data to impersonate legitimate customers.
When it comes to working virtually, there may be more opportunities for hackers if the agents' home PC, data and communication channels aren't properly secured.
This makes it important to consider:
● Technology providers with solutions in compliance with major regulations and standards (HIPPA, FedRAMP, PCI, FISMA, GDPR, CCPA, etc.).
- Anti-fraud and authentication technology such as VoIP Inbound Anti-Fraud and Authentication features, which analyzes the voice, device and behavior of callers to determine the likelihood of a malicious imposter.
- Strong data encryption at rest and in transit.
- Multi-factor authentication for all logins.
- Regular backups of customer data.
The good news is that contact center technology providers like Verizon do most of the heavy lifting on security, letting you focus on creating the best possible customer experience. With the right technology platform in place, you can create a highly scalable and cost-efficient virtual call center, staffed by happier, more productive employees.
Learn how Verizon's Customer Experience solutions can help you drive business success by improving your customer's experience.