Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties



Upcoming Events







Here are some suggested Connections for you! - Log in to start networking.

How To Ensure Data Security And Privacy In Your Call Center - PlayVox - Blog

How To Ensure Data Security And Privacy In Your Call Center

In today's world, data breaches are all too common. With all the valuable customer information contact centers collect on a daily basis, it is no surprise that a medium-sized call center can get hit with over 1000 fraudulent calls a month.

According to Matt Lautz, President and CIO at CorvisaCloud:"Identity theft is something all contact centers need to be cognizant of, and it's absolutely essential to take the right steps to verify who they are talking to."

Considering how much the contact center environment has evolved over the past few years and the rise of the omnichannel, it's more important than ever to assess the strength of our security measures and protect our customer's information from any security risks.

If you’re wondering how to go about ensuring data security and privacy, here are three ways your call center can secure sensitive customer information.

1. Strengthen your Q&A security protocols

In recent years, global call center fraud has increased by more than 45 percent. This spike in attacks can be attributed to social engineering - the use of deception to manipulate individuals into divulging confidential information.


With that in mind, it's more important than ever to equip your agents with security questions that only the authorized customers can answer. Here are some tips you can implement in your call center improve your Q&A protocols.

Ask open-ended questions

Safeguard your customer's information by asking open-ended questions. For example, asking a caller "Do you have a savings or checking account?" narrows the chances of the caller guessing the right answer to 50 percent. Asking an open-ended question like "What type of account do you have with us?" leaves room for other possibilities without giving anything away.

Ask questions with answers that aren't on documents

Avoid information that fraudsters can discover. It's all too easy these days for sensitive information to fall into the wrong hands. Handbags can be stolen, documents can fall into the wrong hands, or household bills are thrown into the trash intact.

To safeguard against such events, implement questions that only the genuine customer can answer and something that doesn't appear on documents.

For example, "How long have you had this account?" is not something a fraudster would be able to glean from stolen documents or credit cards.

Upgrade your security levels with voice biometrics

Voice biometrics is another identity validation technique that looks promising. It is based on using the caller's unique voice print and claims to offer high levels of security. For the customer, it makes the identification process easier and reduces the time spent going through the verification process.


2. Use multiple layers of protection

With the sheer wealth of information housed in contact centers, it is easy to understand why they have become such lucrative targets for data mining and cross-channel attacks. However, many of the preventative authentication methods fail because they do not provide a layered defense system.

"You have to assume that if criminals can get through one layer of authentication, that they can get through two, they can even get through three. But if you have multiple layers, up to five, and you're continuously authenticating that user and continuously looking at their activities against their profile, you should be in pretty good shape," says Avivah Litan, Vice President of Gartner.

Besides encrypting a customer's information, it's also important to encrypt information sent between agents or to clients via email. By having layered security on emails and other customer information you can safeguard against the following:

  • Ensuring the email cannot be intercepted
  • Unauthorized access if the email is sent to the wrong person
  • Unauthorized access from someone within the contact center
  • A compromised employee using stolen credentials

With no single authentication method sufficient enough to keep fraudsters out, it's important to make sure your call center has a layered defense system. This way, even if a hacker breaches one or two layers, it becomes increasingly more difficult for them to circumvent the entire security system.

3. Enforce a strong password policy

According to the 2015 Trustwave Global Security Report, 28% of security breaches were the result of weak passwords. Call center managers who want to know how to ensure data security and privacy should start with passwords for internal systems, self-service portals and passwords for individual documents.

Educate your agents and customers on the value of using strong passwords and the risks of having an easily cracked password.

As a rule of thumb implement the following changes to ensure your passwords meet high-security standards:

  • All personal computers, servers, firewalls, routers and other network devices should follow password complexity requirements and be changed every 90 days.
  • All passwords must be rendered unreadable using strong encryption.
  • When an employee leaves a company, passwords should be immediately changed to prevent unauthorized access.


These are just a few of the ways on how to ensure data security and privacy in your call center. By continually reviewing your security processes and being aware of what you are looking for, you can ensure your call center mitigates internal and external threats.

By applying these three security methods, you can help prevent your call center from becoming the next big security breach that makes headlines and avoid breaking that delicate balance of trust with your customers.


Publish Date: March 3, 2017 5:00 AM

2021 Buyers Guide Call Routing Optimization

Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

View more from PlayVox

Recent Blog Posts:
How To Improve Your Customer Service With Quality AssuranceJune 23, 2017 5:00 AM
Benefits Of Using Both CRM & QA Software TogetherApril 5, 2017 5:00 AM
4 Best Practices Of Using QA Software In The Contact CenterMarch 31, 2017 5:00 AM
Boost Your Contact Center QA With PlayVox’s Third-Party IntegrationsMarch 29, 2017 5:00 AM
5 Ways Your Call Center Can Seduce Millennial Customers And Turn Them Into Raving FansMarch 24, 2017 5:00 AM
Lowering Inbound Call Volume To Improve Your Customer ExperienceMarch 17, 2017 5:00 AM
How To Use Customer Satisfaction Surveys To Gain Actionable Insights For Your Call CenterMarch 15, 2017 5:00 AM
How Upwork Improved Their Customer Service And Upskilled Their Agents With PlayVoxMarch 10, 2017 5:00 AM
5 Ways Virtual Agents Can Improve Website Customer EngagementMarch 8, 2017 5:00 AM
How To Ensure Data Security And Privacy In Your Call CenterMarch 3, 2017 5:00 AM

New 2021 Membership

About us - in 60 seconds!

Submit Event

Upcoming Events

The place where the world's best meet and share their best practices!

A place for professionals to learn the latest and greatest strategies and ideas and to connect with the elite in the industry. 

This is the highest rated industry event with ... Read More...

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =