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As they regularly manage high volumes of sensitive data, call centers have become one of the primary targets of cybercriminals. To avoid the consequences of a cyberattack, organizations should start being more proactive in securing their data. This guide will discuss the different call center security threats so that you can stop them.

10 Security Threats to Watch out For

1: Identity fraud

An attacker takes a person’s identity, often of someone deceased, to create a new identity and make fraudulent transactions under their name. A few instances of these fraudulent acts are:

  1.     False credit card accounts
  2.     False bank accounts
  3.     Fraudulent withdrawals
  4.     Fraudulent transactions

2: Database hacks

Call centers regularly interact with and exchange contact information with people worldwide. However, some call center transactions, especially those that ask for personal information or payment, can be more sensitive. Attackers can try to access the recorded and stored data by hacking your system.

3: IoT vulnerabilities

The Internet of Things (IoT) vulnerabilities refer to the gaps in the security of IoT infrastructure that connect to more open environments. Some examples of these are:

  1.     Weak password protection
  2.     Insecure interfaces
  3.     Insufficient data protection
  4.     Use of insecure or outdated components

4: Insider threats and social engineering schemes

Social engineering is the process of convincing people to give out confidential information like bank information or passwords. Attackers can then access your computer to install malicious software secretly.

5: Location security threats

An organization operating worldwide share will naturally have a distributed data network. The level of security may differ for each location, with some places with lighter safeguards at risk of a security breach.

6: Telephony Denial-Of-Service Attack

A Telephony Denial-Of-Service Attack (TDos) is when a cybercriminal attempts to make a company’s telephone line unavailable. Hackers gather and make use of multiple internet-connected devices and overwhelm an agency’s phone system by constantly attempting calls. Since telephone lines are always unavailable, call centers are unable to get in touch with their clients until they pay the hacker a fee.  

7: Vendor Insecurities 

Call centers guarantee the protection of their users’ data, sometimes with the help of their partners, third-party service providers, or vendors. A data breach can happen if your partners or vendors do not take security as seriously as you.

8: Multiple requests for sensitive information

Fraudsters can use the information they receive from compromised agents during multiple follow-up transactions and requests to commit fraudulent acts. This is also a form of phishing.

9 Ways to Keep Your Organization Safe

1: Double down on identity proofing

Identity proofing systems can be used to onboard new clients with ease. Especially true if your organization deals with a large client base, identity proofing with a passwordless authentication process will enable your agents to verify callers with ease.

2: Increase cybersecurity training

Employees need to be well aware of the different types of fraudulent acts and ways to stop them. Provide them with the training they need to protect your organization.

3: Review employee privileges

Regularly conduct user access reviews and monitor the privileges your employees have. Every possible angle must be looked at to prevent an insider threat.

4: Regulatory compliance

Ensure that your company is aligned and compliant with the latest regulations to maintain customer trust and stay on top of data security.

5: Keep your processes confidential

Never share your company’s security protocols externally. Keeping your data handling approach confidential will make it difficult for hackers to determine the methods they can use to infiltrate your systems. However, do keep in mind that you have to disclose your data processing procedures in your privacy policy. This will ensure that your clients have peace of mind knowing that their data is safe.

6: Regular data backups

If a cyberattack were to wipe out your database, having backups of everything will help you decrease operational downtime. Ensure that documentation on where backups are located as well as how to restore them is included in your business continuity or disaster recovery plan.

7: Use the right technology

Don’t use outdated technology to secure sensitive information. Instead, upgrade your call center tools to comply with current security best practices.

8: Integrate CRM tools

You can start integrating CRM solutions with fraud analytics into your system. This will enable consumer behavior analytics to detect high-risk activity.

9: Get fraud specialists

Hire fraud specialists who will be responsible for flagged accounts and suspicious activities. Dedicating a specific team may be the best way to handle these circumstances.

Final Takeaways

Data security is a pressing topic that you should address quickly and meticulously. Not every company has the same problems and needs; however, data security is not an if situation but a when. Therefore, you must have the right tools and approaches to stop the attack and apprehend the attacker when it happens.

In the telecommunications industry, it’s simply expected to be a prime target for cybercriminals. By knowing the different risks your company is subject to, you can better understand how to prevent and address the issues listed above. Fortunately, Q5id offers state-of-the-art data security systems through a multi-step verification process for account security. Contact us to know more about our services and how we can protect your organization.

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