Work From Anywhere Essentials: The Contact Centre Security Guide

Contact centres have long been a popular target for malicious cyber attacks as they hold high volumes of company and customer data. 

Like many other businesses, contact centres were forced to act quickly when snap lockdowns and social distancing became the norm in the wake of the pandemic. Now as most of the workforce continue to work from home, cyber criminals are taking advantage of newfound network and data vulnerabilities. 

Thankfully, there are ways you can secure your contact centre to make working remotely safer for your employees and organisation. Here are the cyber security working from home essentials:

Legacy Software & Digital Transformation

By definition, a legacy system is outdated software that the vendor or organisation no longer maintains. 

Legacy systems are a hurdle to digital transformation and a prime target for cybercriminals as they hold critical data with security vulnerabilities. An organisation may choose to keep its legacy system to avoid using resources to replace an integral part of its operations. However, this leaves no line of defence against cyber attacks with old software that can’t keep up with evolving threats.

According to Talkdesk, many organisations are using recent events to push digital transformation strategies and leave behind legacy systems. To accommodate remote working well into the future, contact centres need to consider their security position when managing legacy systems and migrating to modernised software. 

To learn how to avoid legacy systems, head to our blog: A Cyber Security Guide To Legacy Systems.

Establish Work From Home Security Policy

Establishing a work from anywhere security policy is essential for communicating security standards to your employees. The policy should include the following:

• Device Management: Employees should use company-provided computers and network equipment unless otherwise approved by the company. The computer must be locked when the employee is away from the device and kept in a secure environment.
• Strong Passwords and Multifactor Authentication: Employees should have strong passwords that they change regularly and set up multifactor authentication. Implementing a Password Manager will ensure these passwords are kept in an encrypted digital vault and away from unstable environments.
• Data Management: Sensitive information should never be transferred to personal devices, printed out or written down on paper.

Protect Your Data With Cyber Security Solutions

Contact centre agents utilise a combination of voice, email, chat and video to communicate. How you manage and utilise this data is crucial in preventing data breaches. Here are effective ways to minimise security risks:

• VoIP: Voice over Internet Protocol (VoIP) systems allow agents to send and receive phone calls remotely via the internet rather than traditional landlines. Many of these cloud based (or VoIP) providers have end-to-end encryption of voice data, making it a far more secure option than mobile phones and landlines.

• Least Privilege User Access: Employees should have access to the least amount of data required to complete their work. This narrows down the number of users that have access to sensitive data. 
• Network Segmentation: Distributing your network into smaller, more manageable sections gives you greater visibility and control over your data. If your network happens to be compromised, it’s easier to detect and less damaging.
• Application Allowlisting: This security control only allows trusted files, applications and processes to run in your environment to prevent cyberattacks. 
• Encrypt Data: Secure data with encryptions. SSL certifications, TLS and VPNs help secure data when in transit to limit breaches.
• Keep Software Up To Date: Like legacy systems, any system in your environment that’s not maintained can pose a risk to your data and networks. Ensuring you patch your software regularly will prevent any system vulnerabilities. 

To discover more recommended security controls, head to our blog: Cert NZ Top 10 Critical Controls.

Cyber Security Monitoring And Training

Continuous monitoring of your contact centre is crucial in understanding avenues of attack and potential vulnerabilities.

Increasing cyber security awareness in your organisation ensures you build a human firewall against attacks. Frequent training sessions and phishing exercises will help keep your employees engaged and on alert for possible threats.

Get Advice On Securing Your Remote Contact Centre

No system is unbreachable, and a distributed working environment only makes it that more challenging to control. With cyber criminals discovering new ways to steal sensitive information, it’s important never to stay complacent. 

At Great Outcomes, we provide contact centres with security systems that keep their environment safe and prevent detrimental attacks that result in data and financial loss. Contact us today for advice on how to safeguard your contact centre.

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