Protecting customers’ privacy needs to be a top priority for every company in 2021. Living in this digital age means that it’s easier than ever to hack systems and steal someone’s information.
Contact centers, especially, are constantly handling sensitive customer information. Most customers assume that their information is being handled with care, but even in the most cautious of call centers, data breaches are still possible.
One reason for this is that contact centers tend to use outdated methods for data collection and storage.
In fact, one study of 500 global customer service representatives showed that 72% of agents who collected payment data or other sensitive information over the phone made customers read their information out loud. This practice unnecessarily exposes that information to everyone else who may be listening and the call may be recorded so that others can access that information, even if they shouldn’t.
One potential solution to aid you in your quest to secure your customer’s sensitive data is a quality assurance scorecard. QA scorecards can easily help prevent data breaches and promote data privacy best practices among your agents.
What is a QA scorecard?
A quality assurance scorecard is exactly as the name implies. It is a form that has a set list of questions that can be scored and added up to give a ranking to an agent.
While you could just use an excel spreadsheet, it is not as efficient as using a scorecard designed by a software company. Using one of these scorecards offers numerous benefits, such as ease of use and pre-prepared templates that can be quickly filled in with the exact information you need.
When creating a scorecard, you need to first figure out which values and procedures are necessary to keep a score. Keeping in line with regulations, consider how agents should go about their transactions and what would constitute a security breach. Then develop questions that reflect these different facets and a scale to rank those questions by.
Why use a QA scorecard for stronger security?
Typically quality assurance scorecards are used to measure the level of customer service an agent is providing in the contact center. However, scorecards can be adapted and customized to fit your needs.
By changing the types of questions, a scorecard can easily be used to measure how well agents are meeting compliance regulations.
The survey referenced previously on contact center compliance also found that four out of five (83%) respondents stated that their organization could improve efforts towards customer privacy and private data safety.
Using scorecards provided by a company that specializes in software for contact centers, can let you know when there is an issue that needs to be addressed. By automating the tracking process of agents and how well they adhere to compliance regulations, you can get alerts when compliance is not met, have access to analytics to see the rates of success, and get full details about why an agent did not meet with compliance.
If this seems like something you are interested in, LiveVox offers access to automated scorecards that allow companies to look out for the quality of work and risk mitigation and frees up more of the manager’s time by using AI.
Quality assurance scorecards are something to consider when it comes to data security. It’s always better to err on the side of caution.