Safeguarding Call Center Arverne NY

Whether it' s an malevolent agent, a poorly protected VoIP connection or a highly vulnerable collaboration application, there are countless factors that can threaten the security of a call center.

Local Companies

Radioshack - Levittown, Long Beach
(516) 897-7010
36 East Park Avenue
Long Beach, NY
Iconn Wireless
(718) 486-8192
190 Bedford Ave
Brooklyn, NY
At&T Store
(718) 758-1179
1369 Coney Island Ave
Brooklyn, NY
Eurowireless
(718) 998-4990
1809 Kings Hwy
Brooklyn, NY
Infinite Auto Leasing Co
(718) 769-2886
3371 Shore Pkwy
Brooklyn, NY
Cellular plaza cell phone repair and training
516-739-5252
254 jericho tpke
mineola, NY
Infiniti Communications Incorporated
(718) 626-2457
4113 31st Ave
Long Island City, NY
Fresh Wireless Corp
(516) 541-1335
9145 Sunrise Mall
Massapequa, NY
One Source Cellular
(718) 369-1766
1535 Carroll St
Brooklyn, NY
Wireless City On Line Inc
(212) 219-2110
78 Forsyth St Ste A
New York, NY
Data Provided by:
  

You can find the original article and content like it on www.voip-news.com

By Cindy Waxer

Whether it’s an malevolent agent, a poorly protected VoIP connection or a highly vulnerable collaboration application, there are countless factors that can threaten the security of a call center. Just ask Michael DeSalles. A strategic analyst with Frost & Sullivan, DeSalles said that it’s not enough to simply have a security-minded IT department in place. Rather, he warned, companies must provide security at the network, application and desktop levels to ensure the protection of its highly sensitive customer data. Here are some steps you can take to safeguard your call center from today’s security threats.


           Related Articles:

  • Fending Off VoIP Attacks
  • Checklist: Setting Up a Call Center
  • Call-Center Solutions for SMBs
  • The VoIP-News Premise PBX Buyer's Guide

1. Know the risks. Protecting your call center from threats may “look easy at the outset,” said DeSalles, but “this is not your regular do-it-yourself project.” Rather, DeSalles said that companies must ascertain the budgetary demands, compliance issues, risk-management programs and data requirements involved in securing a call center’s internal and external communication channels before opening its doors. What’s more, a disaster-recovery plan will be needed in the event of a serious breach, such as a DoS (denial of service) attack, to ensure business continuity.

2. Know compliance issues. From PCI (Payment Card Industry) to HIPAA (Health Insurance Portability and Accountability Act of 1996), there’s no shortage of certifications and regulatory-compliance issues governing today’s call-center transactions. PCI compliance is particularly important, as it carries penalties. Without it, a company may not be able to process credit cards. For this reason, it’s critical that organizations do their homework, investigating industry regulations and how to best ensure ongoing compliance.

3. Secure executive support. Ensuring a safe and secure call center takes more than technology: It also demands money. That's why companies must make certain that senior-level management is on board when it comes to identifying — and purchasing — the right tools. But that’s not all. If a company has a clean-desk policy requiring employees to lock up their drawers and toss out paper notes, managers must also be willing to commit. Said DeSalles, “You have to set up rules and enforce them. And the rules that apply for the agents are the rules that apply for the managers. So if you have a manager who’s not enforcing a clean-desk policy, you fire them. A policy has to have teeth at that level.”

4. Audit home agents. If you employ home agents in a virtual call center, make sure that they’re out of sight but not out of mind. When hiring, conduct thorough background, criminal and financial checks of potential home agents. And make sure that candidates are willing to sign legal documents absolving the company from any liability in the event of criminal wrongdoing. From a technological standpoint, companies should also introduce desktop applications that disallow users from loading unapproved applications. That way, said DeSalles, “You’ll never have the issue of agents trying to download iTunes while they’re handling a customer call.”

5. Consider outsourcing. If taking the necessary steps to secure your call center seems overwhelming, consider outsourcing your customer-support capabilities altogether. “In the end, my research tells me it’s easier to outsource,” said DeSalles. Certainly, handing over this function to a third-party provider can give rise to control — and budgetary — concerns. But immediate access to qualified agents, low attrition rates and built-in security measures are often worth the added cost. “You factor all these considerations together, and outsourcing becomes a very economically viable model,” DeSalles said.

The Enterprise PBX Comparison Guide from VoIP-News is a free download which provides your organization with vendor reviews, pricing & feature comparisons. Large enterprise PBX systems can cost millions of dollars, making purchasing decisions critical especially in tough economic times. The wrong PBX can be sand in your business' gears, slowing workflow and wearing out human resources. Download Enterprise PBX Comparison Guide Now.

Related Articles
- Advanced Call Routing Arverne NY
These days, communications are among the most important parts of the modern commercial workplace. Being able to communicate clearly is absolutely essential, especially if you have a large enough institution to require fast communication within your company or if you field enough telephone calls to need a number of lines with independent call answerers.
- Automated Call-Center Solutions Arverne NY
- Guide to VoIP Call Centers Arverne NY
- Skype-Based Call Center Arverne NY
- Hosted PBX Arverne NY
- Call-Center Strategies Arverne NY
- Motivating Call Center Agents Arverne NY
- Virtual PBX Phone Systems Arverne NY
- Call-Center Technology Tools Arverne NY
- World-Class VoIP Call Centers Arverne NY