Stay Safe and Secure with 100% Dependable Customer Service Outsourcing
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Customer
service outsourcing has become extremely popular amongst
enterprises looking to cut cost. Using a third-party vendor is a great way to
reduce headache and focus more on one’s core process. However, there is one
really big issue with customer support
outsourcing services i.e. data security. If you do not have any good
reference or past ventures to share, it could be hard to put one’s trust and
critical customer data in the hands of an unknown company.
Get the
Security Advantage with the Right Customer Service Outsourcing Partner
Security
is not a given in the present cyber-sensitive atmosphere. The work operations
are plagued by a multitude of vulnerabilities. At every step, you need to tread
cautiously in order to avoid disaster. The best way to ensure the safety of customer
service outsourcing operations is by selecting a vendor that implements
the following:
Implementation
of security via the latest IVR methodologies
Interactive
Voice Recording (IVR) has improved leaps and bounds in the recent years. With
better voice recognition and various other enhancements, it can be deployed for
bolstering security in customer
support outsourcing services. The management of calls can be done
automatically and critical account information can be taken via IVR (without
any human involvement). Always ensure that your vendor has a cutting-edge IVR
system that has all the modern security features.
Payment
Card Industry’s Data Security Standard
In a
lot of customer care scenarios, your agents are required to take financial and
account information from the customers. So, when you are using a third-party,
be very careful that they follow Payment Card Industry’s Data Security Standard,
better known as PCI DSS. The enforcement of this standard ensures that every
financial info is stored safely. With a PCI DSS compliant vendor, you eliminate
all your worries related with an outsourcing venture.
Safe
storage of call recordings
Customers
reveal critical information on calls they make to a customer care department.
To ensure that this information is never compromised, partner with customer
service outsourcing companies that take
necessary measures for the protection of these audio files. Ensure that there
is a good reason for keeping audio recordings. Also, the companies should be
erasing the vital account info from the recordings (after a certain time when
recording is no longer required) either by wiping out the call records or
redacting the relevant information.
Hierarchal
access on need to know basis
Information
revealed by customers should not be available to every agent on every tier. It
should be strictly available on need to know basis. This can be easily done by
companies that have cutting-edge CRM with access rights. Only the top-tier and
management should be able to see all information, and other info should be kept
safe from common access.
Robust
encryption for protection of files
Encryption
of files should be of the highest standard. If the information is kept in a
database, the said database should be encrypted with the latest encryption
methods. Also, the encryption should be upgraded and updated as per the latest
industry developments.
Verification
of callers
According
to DPA, there are certain verification questions that callers need to answer
before they are provided support. A veteran customer
support outsourcing services provider employs the best Quality Analysts
who implement DPA with due diligence. They educate agents on the value of
verification process and how they should verify each and every customer. When
agents are well-trained on DPA, they do not reveal information to the wrong
parties and keep customer data safe.
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