Even though contact centers provided a way to mitigate some of the damage to business flow by serving as a portal between the company and its customers, they were not resistant to the virus's effects.
Fremont, CA: COVID-19 has been in the Western world for almost a year, putting much of our in-person experiences to a halt.
When face-to-face commerce became less viable in traditional brick-and-mortar locations, more of our companies migrated online. As businesses lost the ability to welcome customers with a smile, the responsibility for maintaining customer relationships moved gradually to contact centers.
Contact center agents have taken on the task of sales, operation, and everything else in between for companies while they have worked to remain afloat this year, operating through various channels of speech, chats, emails, and virtually every other means of communication accessible.
From the Warehouse to their House
Contact centers have traditionally relied on large numbers of shift staff to listen to our grievances and take our orders. These agents, crammed into huge warehouse-like offices, don headsets and do their best to answer customer questions and guide them to the right tools.
Even though contact centers provided a way to mitigate some of the damage to business flow by serving as a portal between the company and its customers, they were not resistant to the virus's effects. When it became untenable to have hundreds of staff sitting in the same closed room, many of these contact centers began to close their doors to employees. Many call centers had sent their workers home to operate remotely by March. Agents prepared to react to customers with a hastily assembled tech stack — consider a laptop, a headset, and a cohesive communications network like Microsoft Teams.
Security Challenges to Data Loss Prevention
Service agents need access to reasonably confidential information about us, their clients, in order to be successful at their work.
In order to validate requests and transactions, agents must be able to verify that we are who we think we are. They're still in charge of processing payments and providing us with potentially confidential information. They frequently have access to our credit card or banking information, health records, and personally identifiable information (PII) such as social security numbers, addresses, and other information in this context.
In the wrong hands, all of this confidential data can be used for fraud and theft. As a result, the companies in charge of these call centers have evolved different data loss management practices over time.
Many of these steps are designed to comply with regulatory frameworks such as the Health Insurance Portability and Accountability Act (HIPAA) or, more commonly, the Payment Card Industry Data Security Standard (PCI DSS) (PCI-DSS).