Safeguarding Call Center Port Chester 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
(718) 824-6499
2744 E Tremont Ave
Bronx, NY
Wireless Concepts Inc
(914) 381-5870
214 Mamaroneck Ave
Mamaroneck, NY
Go Wireless Communications
(516) 676-8444
86 Forest Ave
Glen Cove, NY
At&T Store
(718) 661-3323
2830 Union St
Flushing, NY
Zoom Wireless Of Little Neck
(718) 631-2220
5609 Marathon Pkwy
Flushing, NY
NEWROCKWIRELESS.NET
516-537-8175
Northern Blvd
Roslyn, NY
Airstream Wireless
(718) 931-7535
21 Westchester Sq
Bronx, NY
Universal Enterprise Of Ny
(914) 833-4141
137 Chatsworth Ave
Larchmont, NY
Sparkles Wireless
(718) 321-0987
3107 Farrington St
Flushing, NY
Shim's Communication
(718) 224-1200
21907 Northern Blvd
Flushing, 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
- Virtual PBX Phone Systems Port Chester NY
The auto attendant feature in Virtual PBX phone systems eliminates the need for a telephone operator or receptionist in your office. Integrated with various advanced calling features, the automated attendant can efficiently handle your business communication needs. The automatic call answering system is beneficial for small businesses and start-up businesses in building up a flourishing business image.
- Advanced Call Routing Port Chester NY
- Hosted PBX Port Chester NY
- Skype-Based Call Center Port Chester NY
- Guide to VoIP Call Centers Port Chester NY
- Call-Center Strategies Port Chester NY
- World-Class VoIP Call Centers Port Chester NY
- Automated Call-Center Solutions Port Chester NY
- Motivating Call Center Agents Port Chester NY
- Call-Center Technology Tools Port Chester NY