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5 Cybersecurity Threats for Call Centers and How to Solve Them

EB Call Center - Info 10 Banner Cybersecurity Threats for Call Centers

The emergence of the pandemic led many industries to face a lot of new challenges, such as the sudden shift to remote work setups and the rise of cybercrime. 

Data security is a serious concern for everyone. Online fraudsters are becoming more aggressive with their approaches now that sensitive data is mostly stored online. To make matters worse, many businesses aren’t equipped with the right tools, and most employees lack the essential knowledge to identify and prevent cyberattacks. 

Around 95% of cybersecurity breaches are caused by human error, like opening an email with malware and clicking on suspicious links on a random website. Hence, more organizations are making cybersecurity a higher priority to keep their employees and customers safe. 

Cybersecurity should be of utmost importance in the call center industry since employees deal with personal and sensitive data daily. Cybersecurity threats can come in from any angle, so it’s important to know how to deal with them immediately. 

Read on for tips on cybersecurity that you can apply to a call center setting.

What is a cybersecurity threat?

Cybersecurity threats classify as any action that exploits vulnerabilities in a system. It aims to steal, damage, or disrupt information. These attacks typically use elements like computer viruses, data breaches, and other attack vectors to access a company’s network. 

Cybercriminals, also called bad actors, usually launch their attacks from remote locations through unknown parties or unsafe software. But, it’s also possible for them to physically breach your site and gain access to your network from your devices.

Major Impacts of Cybersecurity Threats

Any threats to your security can mean potential dangers for your company and customers. Here are some consequences you may face from a cybersecurity threat. 

  • Reputational costs

Service providers like call centers should protect their client’s information and provide good customer support. However, cybersecurity issues resulting in a massive data breach can automatically ruin your image. If customers know their information isn’t safe with you, they’ll reconsider their options and move to your competitors.

  • Financial losses

Data breaches can imply significant financial losses. Cybercriminals can steal information that grants them access to financial resources and other information they can sell. 

  • Regulatory fines

If you can’t prove that you can protect personal data, your business may experience more cybersecurity threats. Not meeting the minimum regulatory compliance can result in more fines and other consequences. 

  • Operational disruptions

Your company may take more time to recover from large-scale cyberattacks. These threats can put your operations on hold while establishing the necessary security protocols to keep your system safe again.

5 Cybersecurity Threats Common in Call Centers

As technology continues to develop, fraudsters are coming up with new ways to steal your data. Some of the methods you may face can include the following:

  1. Denial-of-service attacks (DoS)

DoS attacks happen when a cybercriminal directs traffic to your network and causes it to crash and shut down. Without strong network security in place, this can prevent you and your customers from accessing your system and getting the resources you need. 

  1. Data breaches

Malware attacks or hacking attempts cause data breaches that aim to expose or steal personal or sensitive information. While most cases have malicious intent, some can happen unintentionally, like when an employee neglectfully reveals important data. 

  1. Threats to physical security

A cybercriminal can also access your network by stealing your devices and logging in through your accounts. If your physical workplace doesn’t have any security measures, such as guards, biometric entry systems, or CCTV cameras, it may be easier to get what they want.

  1. Identity theft

Data is the most valuable resource in the world today. Cybercriminals use strategies to pose as customers and steal information from call center databases. The reverse can also happen when fraudsters make sales calls to your customers and pretend to be from your company to fetch valuable information.

  1. Social engineering attacks

Social engineering attacks focus on elevating your sense of urgency by manipulating the situation. These can include pretexting, persuasive speech, and phishing schemes where bad actors psychologically control you to take action quickly without giving you time to assess the problem at hand.

Best Practices for Strong Call Center Cybersecurity

Keep cybercriminals at bay by establishing strong cybersecurity protocols in your organization for on-site workers and remote employees. Here are some call center security best practices you can try.

  • Improve physical security

Invest in options that make your physical branch safer, such as installing CCTV cameras and hiring trained guards. You can also optimize your entrance doors with security passcodes and biometrics systems and set up passwords for employees’ work devices. 

  • Implement role-based access

Limit access to certain points in your network to team leads and trusted employees. This practice will help control the traffic in your system and make it easier to trace different activities, whether the person is reporting on-site or remotely. 

  • Update software regularly

Software support with regular updates often includes security fixes that make your system harder for bad actors to penetrate. These upgrades can boost app performance and remove outdated features that hinder your operations.

  • Invest in staff training

Teaching your staff how to spot abnormalities in your system and suspicious activities can keep your network safe. With proper training, they can perform tasks with more caution and avoid making basic mistakes like clicking on unsafe links.

  • Use authentication and authorization systems

Authentication systems use artificial intelligence (AI) technology to ensure that only legitimate users with the right credentials can access your network. You can also combine these systems with other protocols like two-factor authentication to challenge cybercriminals in accessing your data.

  • Maintain regulatory compliance

Legal compliance with regulations such as Health Insurance Portability and Accountability Act (HIPAA) and other data privacy laws should always be one of your priorities. Doing so saves your business’s resources and reputation, as well as proves that your company can uphold customer data protection. 

  • Test your security

Perform regular vulnerability assessment tests on your network to secure any holes that cybercriminals can exploit. This practice will help reassure you and your customers that your portals are safe and protected with the best cybersecurity protocols against cyberattacks.

  • Make use of the cloud

When a cybercriminal breaches your network, it may take a while to recover and return to normal operations. If you migrate to cloud-based services, you can immediately shut down your processes to avoid more damage and restore your network faster. Opting for cloud solutions mitigates any operational disruptions, eliminating further losses.

  • Use the right tools

Utilizing the right tools (like encryption applications, firewalls, and antivirus software) in your daily operations can help you establish good cybersecurity. The integrated tools can simplify your processes and expand your company’s capabilities beyond network security.

Rest Easy with the Right Cybersecurity Solutions

While remote work setups are growing popular in different industries, challenges like cybersecurity threats are becoming more rampant. Fraudsters are getting bolder with their approaches. This leaves your system and employees vulnerable to attacks, especially when they’re home without the right tools to protect them.

While you can always train your workers to spot abnormalities in your system, partnering with a firm with a better cybersecurity protocol may be a stronger way to keep your business safe. If you’re looking for a call center outsourcing group that can make your cybersecurity their top priority, then Executive Boutique Call Center is for you!

Reach out to our team of experts today to learn more about our services.

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