There are several steps a business can take to protect itself against theft by call agents who have access to customer information:
Screen employees carefully:
Perform thorough background checks before hiring employees who will have access to customer information. Check references and verify employment history.
Limit access to customer information:
Restrict access to sensitive customer information only to employees who need it to perform their job duties. Use software solutions that can limit the access of call agents to sensitive customer data.
Implement monitoring systems: Use monitoring systems that can track the activity of call agents and alert management when there is unusual activity or behavior. This can include monitoring call recordings, access logs, and keystrokes.
Provide training and awareness:
Train employees on the importance of protecting customer information and the consequences of theft. Implement policies and procedures that clearly outline what is expected of employees in terms of handling sensitive information.
Use encryption to protect customer information when it is stored or transmitted. Encryption can make it much more difficult for thieves to access and use sensitive data.
Regularly review security measures: Regularly review security measures to ensure they are up-to-date and effective. Conduct periodic security audits to identify vulnerabilities and weaknesses that need to be addressed.
By implementing these steps, a business can significantly reduce the risk of theft by call agents exposed to customer information.
Businesses that have opted to transfer their customer service to Phone.do are confident in the quality, availability, and efficiency of the service. They recognize that the customer experience provided by Phone.do sets them apart from their competitors in a significant way.
Phone.do is the most advanced customer service platform available today, featuring multi-channel, multi-tasking, and multilingual capabilities, with over 100,000 call agents from around the globe operating the system.