A call center operation of any size has a lot of needs. Balancing your resources between all the things required to keep your business running is one of the most important skills of a good manager and a skill you’ll have to develop if you’re going to be doing it in the long term.
At the top of the list of a call center’s needs is the ability to ensure data security and privacy. It’s a big task, so here’s CommPeak’s quick guide on the matter to make sure you stay on the right track.
Importance of Data Security
If you’re an outsourcing company, you’re going to have a lot of sensitive information from a wide variety of people and companies. This can mean contact information, specific details about their employees and finances, or other data that they don’t want to be available publicly.
And as technology and computers keep developing at a breakneck pace, there are more and more ways to do this. Cyberattacks are always a big concern, and it’s not like that’s the only thing you have to deal with.
If you don’t stay on top of this with appropriate security practices, all that information will be vulnerable to hackers and bad actors. There are several ways they can breach your defenses. This can be done through malware or viruses. But sometimes, it could just be down to a lack of awareness and training.
That’s why you need to take a varied and comprehensive approach to data security. The first step to that is making sure that your autodialer and call center service provider have all the privacy features you need to keep information safe and secure.
If you’re not sure where to start, here are a few data privacy considerations you need to have in all the tools you’ll use for your call center operation:
Compliance With Local Data Privacy Laws
Every country has different privacy laws. It’s a lot to keep track of, especially if you’re working with a lot of different areas at the same time. If you have to do it on your own, it can be hard to remember which rules apply to which places, especially if you and your agents aren’t trained in interpreting legal matters.
With CommPeak, you don’t have to worry about that. Our tools have features in place to ensure that your operations remain legally compliant. Whether you’re looking for a dialer or DID numbers, you can be sure that our team of experts is constantly working to make sure that you’re working in compliance with local laws.
If you’re using our bulk SMS platform TextPeak, you can even go a step further than that. There’s a dashboard that shows you what times you’re allowed to send messages in each country if you want to stay up-to-date on that. Messages will also only send during the correct hours without any intervention, so you don’t have to worry about scheduling difficulties.
Encryption
Encryption is one of the most important things to have to ensure data security. No one wants company and client information intercepted while it’s being transmitted from one point to another.
It also makes your operations more trustworthy. Using encrypted VoIP and SMS services gives your own clients the assurance that their data will be safe and secure. For people who care about privacy, this is its own selling point.
Both CommPeak’s VoIP and SMS services ensure that all your information is secure. All data transfers are encrypted using SSL protocols. And the same is true for all the tools we offer. We also use firewalls to ensure that only the necessary ports are exposed. Security is our top priority, so you won’t have to worry about it.
Agent Monitoring
Another way to ensure security is to keep your agents accountable. Remember that, for the most part, they’ll be the ones recording and handling a lot of sensitive information. Trusting your staff is important, but safety should always come first. Keeping a log of their activities and monitoring their actions can help ensure you have a trail of evidence to follow when something goes wrong.
CommPeak’s CloudPBX has these things as native features, and you won’t have any trouble using them. Our dashboard is incredibly intuitive, so there’s no difficulty in figuring it out. With our monitoring software, you’ll have access to your agents’ call history and recordings. You can also see their metrics and performance.
There’s even a speech-to-text option available if the recording isn’t as clear as you want it to be. And if it’s in a language you don’t speak, you can translate the transcript easily through our platform.
Aside from that, your agent can also easily record and make their own notes while on call and sync it up with your company’s CRM of choice.
Management Control
Having sufficient and extensive management control features in your call center tools is also a great way to compartmentalize data access. This gives people access only to the information they need to have and adds further safeguards against privacy and security breaches.
And CommPeak’s dialer and CloudPBX let you do just that. Managers can control what information their agents have access to and can limit points of failure. Staff can see a completely different dashboard from their supervisors to help both parties focus on their work.
Managers and other trusted and trained agents can still have access to all information in the CloudPBX and predictive dialer. This lets them see the big picture and make plans accordingly. However, not everyone needs to do that and CommPeak has developed multiple features across all our tools to protect your call center operations and your clients.
Employee Training
Of course, none of these things will be worth much if your agents don’t know how to use them properly. Make sure to allocate the appropriate resources to make sure that all your employees and their managers are familiar with your privacy policy and have adequate training in their tools. And not just on how to use them, but on ensuring that they know how to keep client data safe and secure.
Every tool has its own way of ensuring data privacy, so make sure to familiarize yourself with them. In the case of CommPeak’s dialer, there are a wide variety of features to support data privacy. And all of it can be found in our intuitive and easy-to-use dashboard.
You won’t have any trouble training your staff to use it and ensure that they’re performing the correct steps to ensure client privacy. And the same thing can be said for all CommPeak contact center solutions.
In Conclusion
Data security is a big task, and everyone has to do their part. Having the right call center tools and a service provider willing to work with you and understand your needs and concerns is essential to protecting yourself and your operations from privacy breaches.
Here at CommPeak, you can expect unparalleled quality and reliability. Once you’re ready to get started, get in touch with our technical experts through our contact page and let’s talk about it.