Data Security in Customer Support: Best Practices from Asian BPOs

Data Security in Customer Support: Best Practices from Asian BPOs

These days, it’s becoming increasingly common in IT to outsource routine and secondary work to a business process outsourcing (BPO) company. 

It is hardly surprising that the BPO industry’s potential is growing at a breathtaking rate, given its strength and power. This is because it is expected to reach $343.2 billion by 2025. However, the responsibility of data management and security concerns rises in parallel with a company’s development and expansion.

Studies show that cybercriminals earn $1.5 trillion a year. Furthermore, data shows that 88% of skilled hackers can access a system and hack within 12 hours.

A data breach or illegal access can cause an organization catastrophic losses. These actions can damage a company’s customer trust. As a result, you can get major lawsuits and financial setbacks. Company owners could be fined if they don’t take customer data protection seriously. 

With all this in mind, we have created a blog post to discuss the importance of privacy and data security in BPO operations. It will look at ways by which Asian BPOs are safeguarding sensitive customer information using strategies, best practices, and technology.

Let’s dive in!

Data Security: A Critical Concern for the BPO Sector

BPO services have emerged as a viable option in recent years. Once distrusted, the outsourcing business is responsible for billions of data. Because of the importance of consumer data, the BPO business must take all necessary measures to safeguard it, avoid financial losses caused by data breaches, and vigorously defend data walls. 

No matter how strong a protection system is, hackers always find a method to compromise it!

So you must verify that there are no gaps in the system’s defenses or oversights that could lead to data loss or leakage. 

When customer information is unsafe, a business process outsourcing firm cannot make any claims about its effectiveness or efficiency. Your rights have been violated if the BPO fails to protect, maintain, update, or delete your sensitive information. Consequently, a lot can be inferred about BPO services by looking at how they deal with data security.


Asian BPOs’ Top 7 Secrets to Protecting Customer Data 

To ensure that all of your data is saved and all the critical security measure are in place, there are multiple approaches that BPOs can take. 

After resolving those security problems, the data flow will be managed and monitored. In addition, it has the potential to significantly decrease cybercrimes and fraud when a stringent policy is implemented. 

Strict data security standards and the protection of customer data are two of the most effective techniques to guarantee client retention. Here is what successful Asian BPOs are doing under the category of data protection:


1. Focus on Compliance Protocols for Customers

When it comes to BPO data security, customer data is king!

All data stored by these third parties is protected at all times. Asian BPOs believe that the firms handling sensitive data must adhere to stringent data management standards, have a solid reputation, and inform their clients about how to secure their data.

Your responsibility as a service provider includes assuring clients that their data is secure with you. Clients value BPO services that proactively notify them about data security without being asked.

Your data will be protected from any potential threats to its security because data security protocols will identify and block any suspicious network traffic or addresses. Firewalls, intrusion detection systems, anti-virus software, and anti-spam measures are all part of the cloud-based virtual unified threat management that safeguards your BPO.

DDoS detection and mitigation providers will scan your business’s traffic and permit only secure connections to pass. Businesses can save money on deployment while customizing security measures to their needs.

Asian BPO Example: TCS (Tata Consultancy Services)

One of the most prominent Indian BPOs, TCS, places a premium on adhering to strict data management requirements. The organization is well-known for its proactive communication with clients regarding data security and its strict adherence to data security protocols. Protecting customer data from potential attacks is TCS’s top priority, so they use innovative cloud-based virtual unified threat management.


2. Restricted Authority Over Employees

Information leaks, whether caused intentionally or unintentionally, can affect clients’ data. Thus it’s essential to keep personnel safe. Strict workplace restrictions are maintained by Asian BPO businesses to ensure that no employees divulge any company information to other parties. 

Laptops, flash drives, and other IT-based equipment that staff might use to record information regarding customer data are typically not allowed by such companies.

After its objective is fulfilled, client data is shredded. In addition, before beginning work with a Asian BPO, all employees are asked to sign a non-disclosure agreement. This agreement forbids them from sharing any information about their clients that is considered secret unless they choose to face criminal charges. 

Ensure Employee Training and Education 

No level of security is safe from the dangers posed by human mistakes. According to the most recent findings from Verizon’s research, 82% of data breaches are caused by humans. 

However, reputable providers invest in their staff’s education and training. A security-conscious culture is fostered by regular training sessions and awareness initiatives, which they are aware of.

Asian BPO Example: Convergys Philippines Services Corporation

The Philippine-based BPO firm Convergys places a premium on security awareness training and education for its staff. To lessen the likelihood of data breaches caused by human mistake, it is important to educate staff on data security best practices through regular training and awareness campaigns.


3. Use of  Trustworthy Cybersecurity Software

The purpose of cybersecurity software is to prevent unauthorized access to sensitive information. Reduced usability is a trade-off for increased computer security. Preventing unauthorized people from accessing computer data is the main goal of computer security software. 

One standard data security method is to encrypt sensitive information and then conceal it in another data source where it will be difficult for unauthorized individuals to decipher.

By monitoring login credentials and blocking those that pose a threat, computer security software limits who can access sensitive data while enabling users to communicate. Firewalls, sandboxes, or access controls should protect all of the machines in the support department. 

A diagnostic program is software that can help you keep tabs on who uses your computer. Malicious software, sometimes known as malware, is blocked or removed by this tool. Malicious software can undermine the security of computer data.

A virtual private network (VPN) makes it harder for cybercriminals to monitor a user’s online activity by masking their IP address. Nevertheless, if you aim to safeguard your database from every angle fully, you might consider including the most secure helpdesk software available, which provides maximum protection for critical data!

Asian BPO Example: Fusion

Using reliable cybersecurity software is a top priority for Fusion BPO, which has operations in various Asian nations. To protect confidential data, the organization uses encryption and access controls. In order to further increase security, Fusion BPO incorporates virtual private networks (VPNs), which makes it more difficult for hackers to monitor internet activities.


4. Planning Out the Best Security Measures

Consistently implementing and updating a strategy that minimizes potential risk is vital for Asian BPOs when it comes to enhancing safety measures within your support team. If you have a clear strategy for handling such attacks, your ability to respond quickly and efficiently is greatly enhanced.

This strategy should specify how to restore access to the affected systems and prevent further damage in the event of a data breach.

Your chances of responding quickly and securely to a security breach are much improved if you have a checklist that explains what to do in the event of a breach and how to recognize the warning signs.

Asian BPO Example: WNS Global Services

Response to security breaches, restoration of system access, and prevention of additional harm are all part of the company’s strategic strategy. By anticipating and preparing for any security threats, WNS Global Services is better able to respond swiftly and effectively.


5. Stringent Policies for the Security of BPO Data

Asian BPO firms are very serious about protecting their clients’ private information. They established robust and verifiable data security standards. The accountable service providers, their clients, and employees all sign a non-disclosure agreement that is binding under law.

The rules and regulations of such contracts guarantee data security. This means that legal action will be pursued in the event of a breach of contract, and neither party will engage in data misuse.

Trustworthy outsourcing companies are ISO-certified, proving they follow all data security and confidentiality regulations. When protecting sensitive information, ISO has you covered with its rules. If you’re in the market for a business process outsourcing company, look for ISO certifications—a sign of a highly secure and compliant organization.

Asian BPO Example: Infosys BPM

Infosys BPM, an ISO-certified BPO company, exemplifies strict data security procedures. Signing a legally binding non-disclosure agreement is a requirement for both clients and employees. These agreements outline the ground rules for how the organization will protect customer data. The dedication of Infosys BPM to upholding high-security standards is further confirmed by their ISO certifications.


6. Maintain Up-to-Date Software

The support departments in Asian BPOs stay safe from the most recent security risks by regularly updating their software. The providers try to update the business software once a month at the very least to fix crashes and issues. 

Software that has been updated ensures that you are using the most recent version, which is free of bugs and adds an extra layer of security. With software upgrades, your device can get new features, old ones removed, and security holes patched.

Computers are protected from viruses and security disputes by regularly updating their software. In addition to improving the computer’s speed and functionality, software updates are good for the business. Bring up software updates with the support agents and remind them not to disregard update notifications. They need to update the machines or click the update notification manually.

Asian BPO Example: TaskUs

TaskUs, which has offices throughout Asia, makes it a point to update its software regularly to protect its support department from security threats. Fixing vulnerabilities, improving security, and enhancing general functioning are part of the monthly update cycle that the organization follows. The significance of software upgrades in preserving a safe company environment is something that TaskUs ensures its support agents are cognizant of.


7. Ensuring Technological Control

Regarding data and sensitive information, a respectable Asian BPO will always invest in the right infrastructure and systems. Using the latest hardware and software with several levels of security to store data decreases the likelihood of a data breach and speeds up retrieval.

Before hiring an outsourcing company as a partner, you should look into their security measures to ensure your data is safe. An organization can maintain tabs on everything within it, if it establishes control over its technology. 

To make sure no data is compromised, BPOs can check their bandwidth. It sets up end-to-end encryption channels that hackers can’t understand and, even if they do, it becomes useless. 

Using the right software, businesses can stop anyone from trying to download or copy data or files from their system and stop unauthorized users from accessing any of those things. Over time, it aids in recovering from data loss. 

Asian BPO Example: HCL

The Indian IT and BPO company HCL Technologies places a premium on technical oversight to guarantee the safety of customer information. Modern, multi-layered security infrastructure and systems are investments for the organization. HCL Technologies uses the latest hardware and software with end-to-end encryption channels to speed up data retrieval and reduce the likelihood of data breaches.


Final Thoughts

Your customers entrust you with their most private information, including their Social Security numbers and credit card details. You must ensure that this data is protected at any cost!

Using the above 7 secrets of Asian BPOs to safeguard your customers’ data has never been more advantageous. If you haven’t reviewed your data protection procedures in a while or have never done so, you can use these important tips that we provided as a guide.

Protected information security, a secure connection portal, and the prevention of data loss are all critical components of BPO services, which is why these elements are strictly adhered to by top Asian BPOs like TCL, HCL, TaskUs, WNS Global Services, and a few more.

That is why it is critical to set standards that are consistent with the company’s values, deal with issues related to internal security, discourage hackers, and ensure the highest level of protection for sensitive client and customer data. 

All you need is the right information and guidelines to offer your customers the security and privacy they deserve!


Author: Greg.B

Executive with 25 years of proven success in call center management and revitalizing business units. Proven career record of producing multimillion-dollar profits through pinpointing operational inefficiencies and encouraging the revitalization of employee morale and corporate culture change.

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