Cyber Threats in Contact Centers: Understanding and Mitigating the Risks

What is cybersecurity?

Cybersecurity is a technological practice that involves keeping computer systems, servers, networks, and electronic devices safe from harmful virtual threats and attacks. It is inclusive of concepts like network security, application security, operational security, information security, and disaster recovery.

Why contact centers and call centers should be extremely cautious of cyber threats

Contact and call centers handle sensitive information such as credit card numbers, health records, an individual’s personal purchase history, family details, and more. This kind of customer data can be easily exploited by cybercriminals for illegal activities like identity theft, fraud, or blackmail. If this data is compromised, it can cause serious financial and reputational damage to the customers as well as the business.

What accounts for cyber threats in contact centers?

When someone is trying to steal or misuse customer information from a contact center’s server or system, it can be termed as a ‘security threat’.  Security threats in contact centers can arise from multiple factors and inadequacies within their operations and systems. Here are some key factors that account for cyber threats in contact centers:

• Customer data handling: Contact centers process and handle various kinds of customer information which is inclusive of one’s personal and financial data. Cybercriminals are always on the lookout for security loopholes so that they can steal or exploit data for financial gain.
• Phishing attacks: They occur when hackers are trying to get hold of sensitive information through social engineering tactics. Contact center agents often are targets of phishing emails and misleading prompts which leads them to unknowingly provide unauthorized access to malicious sources or compromise sensitive data.
• Outdated Software: Failure to upkeep security software and tools often leads to virus or malware attacks. This is why it is crucial to keep operating systems and security applications up to date with regular scans and updates, or else the system shall remain vulnerable to known and unknown exploits.
• Weak passwords and access controls: Weak passwords and unstructured authentication procedures can make it easier for cybercriminals to gain unauthorized access to contact center systems.
• Remote work setups: The rise of remote work has introduced additional security challenges, as contact center agents have the liberty to use public networks to access vital customer data.
• Unorganized data storage: Many IT companies make it an absolute mandate for their employees to classify data based on its use and vitality. Labels like ‘Private’, ‘Public’, and ‘Classified’ make it easy to identify data and share it with staff members who are actually required to work on it. Mismanagement of data storage and retention can lead to the exposure of sensitive information and regulatory compliance issues.

Tips to ensure a robust cybersecurity arrangement for contact centers

Contact centers and organizations that are susceptible to security threats regularly are compelled to create an environment where cybersecurity is taken seriously. To achieve this, many organizations have implemented a set of strategic best practices that guarantee protection against cyber-attacks including:

1. Multi-factor authentication
2. Observe and report insider threats
3. Open tools and applications through approved networks
4. Store and segregate data according to the center’s policies
5. Be vigilant and limit account access
6. Upgrade virus-protecting software regularly
7. Keep a lookout for phishing emails
8. Scan and check the health of network devices regularly
9. Keep a data recovery plan handy

Importance of security culture

Security culture is fabricated by conscious individuals who care enough to follow procedures that help institutions dealing with important data prevent or deviate from malicious cyber-attacks. The steps or procedures are an amalgamation of ideas, customs, and social behaviors that impact an organization’s security.

Building a robust security culture requires training, educating, and motivating the staff and agents to follow best practices as well as report any suspicious activities or incidents. Contact center agents should be actively encouraged to be responsible for their own cybersecurity. Managers can arrange training and workshops by cybersecurity professionals who can guide and teach how to identify potential threats and report them. A healthy security culture is incomplete without an environment that motivates employees to share their concerns and feedback freely.