Data privacy for contact centers are the rules and systems that protect sensitive customer information and personal data collected, processed, and stored during customer interactions. It encompasses the practices, policies, and measures that contact centers implement to ensure that customer data is kept confidential, secure, and compliant with applicable data protection laws and regulations.
Some key considerations and aspects of data privacy for contact centers include:
1- Data Collection and Consent: Contact centers must obtain explicit consent from customers before collecting their personal data. Consent should be informed, specific, and revocable.
2- Data Minimization: Collect and store only the data necessary for the purposes of the interaction. Avoid collecting excessive or irrelevant information.
3- Data Security: Implement robust security measures to protect customer data from unauthorized access, breaches, and cyberattacks. This includes encryption, access controls, and regular security audits.
4- Compliance: Adhere to relevant data protection laws and regulations, such as the General Data Protection Regulation (GDPR) in Europe or the Health Insurance Portability and Accountability Act (HIPAA) in the United States.
5- Data Access Controls: Limit access to customer data to authorized personnel only. Implement role-based access controls to ensure that employees can access only the data necessary for their job responsibilities.
Demonstrating a commitment to data privacy builds trust with your customers, who are more likely to share their information when they know it will be handled securely.
Data privacy can be a competitive differentiator, attracting customers who prioritize their privacy. Protecting customer data preserves your contact center’s reputation and minimizes the risk of data-related scandals, while streamlining data handling processes and minimizing the risk of data breaches reduces operational disruptions.
More Data Privacy Resources for Call & Contact Centers
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One reason for this is that contact centers tend to use outdated methods for data collection and storage.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.
More companies are worried about data privacy and cybersecurity risks these days, so having built-in security controls that are relevant to your industry and business is one of the biggest advantages of industry cloud solutions.
In addition to ensuring data security, industry cloud platforms enable easier access to data by consolidating data from all disparate sources into one place in a standardized format. This provides the unifying layer for AI and advanced analytics. Providing seamless access to comprehensive insights, advanced analytics, and predictive models helps companies make more informed decisions.
Finally, the public cloud offers greater agility, scalability, and cost savings. This allows customer-facing functions like contact centers, customer care, or teleservices that have fluctuating demand to quickly scale up or down while only paying for the resources they use.
Hackers have been hard at work the last few years, with as close to 1,500 reported data breaches in 2019–a 17% jump from the year prior. The cost of each breach is also on the rise, growing 12% over the past five years to an average of $3.92 million per incident. Fintechs have access to incredibly sensitive user data, the volume of which is growing constantly. Every person will generate an average of 1.7MB of data every second in 2020. With this explosive growth in the volume of data comes an equally massive responsibility to protect it.
The fintech industry is trending toward greater investments in cybersecurity and data privacy, with spending in this area expected to top $220 billion across all industries by 2024. For growing fintech firms without huge budgets, this presents a challenge. Fintechs must find cost-effective ways to implement robust security protocols that not only keep customer data safe, but give the user control over it.
Cloud-based contact center solutions continue to enable the best advantages in protecting sensitive user data with a multi-layer defense network managed by a team of security experts.