Easily Assess Your Call Center Security with This Handy Checklist

Call Center | 4 minute read

For contact center management, ensuring the safety of customers, call center agents, and all other employees should always be a top priority. Maintaining a thorough understanding of cybersecurity threats and how to stop cybercriminals in their tracks is key to keeping everyone’s data secure and remaining PCI compliant.

Developing a successful call center security strategy isn’t a fast and easy process. It takes time to learn your company’s security strengths and weaknesses and the best methods of protection against the threats contact centers face. But fear not: we have your back with our simple yet comprehensive Call Center Security Checklist. Download it now to see how many essential security measures you have in place—it’ll help you identify key security requirements you’re missing so you can tighten up your tech, training, and procedures. 

How to Use the Call Center Security Checklist

We’ve divided the Checklist into these 3 sections for clarity: 

  1. On-Site Protection – These are security measures that must be taken in-office to help prevent external threats.
  2. Software and Technology – Ensure your IT team is taking care of these tech security measures.
  3. Procedures, Plans, and Training – Sometimes data breaches happen. These security measures ensure you’re ready in case of a cyberattack and train employees how to help prevent sensitive data from being compromised.  To complete the Checklist, simply tick Yes or No depending on whether your contact center is using the security measure in question. If the answer is Yes, then you’re doing a great job in this area. If the answer is No, changing that check-mark to a Yes is your next step.

Note: you may need some help from your IT team to finish off this checklist. Always remember that a strong call center security strategy takes persistent dedication. Even if you’ve checked off every security measure on the list, the work is far from done. Though the Checklist is a helpful tool to ensure you’re headed in the right direction, ongoing updates, refreshes, penetration testing, and training are all essential to the protection of customer data and other sensitive information. 

The Ultimate Call Center Security Checklist Glossary

In case you aren’t clear about some of the security measures on the Checklist, here are a few quick-hit definitions so you can better understand each item before ticking Yes or No. 

Cloud Data Backups

It’s important to back up customer data in case of a system failure, natural disaster, or cyberattack. Cloud backup solution providers use top-notch encryption to help ensure your customers’ personal information stays out of the hands of hackers and cybercriminals and is readily available for you should anything happen.

Fonolo also uses cloud technology for our Voice-Call Backs and other services. It’s the safest and most effective way to serve customers while offering the best customer experience.

Cyberattack Response Plan

Having a solid defense against cyberattacks means coming up with a plan in case data is breached. When you know what your next move is ahead of time, you can act fast to block the intruder, recover data, and alert anyone who might’ve been impacted.

Cybersecurity Training Sessions

Your IT staff aren’t the only employees who need to understand the security risks your contact center faces. Every employee should be required to complete security training that goes over the importance of cybersecurity vigilance, how to identify phishing emails, proper in-office security protocols, and more. These training sessions should integrate live presentations, video modules, and recall tests to ensure staff pay attention throughout. 

PCI Compliance

The Payment Card Industry Data Security Standards (PCI-DSS) are requirements established by international credit card brands which set the standard for the proper handling of customer credit card numbers and other sensitive data. 

Penetration Tests

Often referred to as Pen Tests, Penetration Testing is a method of determining whether a company’s security holds up against cyberattacks. The tester attempts to hack the call center’s systems to expose security vulnerabilities that need to be addressed. Generally, a third-party Pen Testing company is hired to act as the hacker and will provide a full overview of their findings.  

Phishing Email Alerts

Encourage all employees to alert IT when they receive suspicious emails so that your IT team can send out information about it to the rest of the company. If one person receives something nefarious, odds are other team members will too. 

Role-Based Logins

Employees at different levels should be granted specific access permissions with their logins to keep the right eyes on the right data. For example, management will require broader access to information than agent-level positions and you can set up logins to reflect these requirements.

Looking for more helpful call center management resources? Check out our Contact Center Scorecard for a straightforward and comprehensive approach agent performance evaluation.

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