Call Center Security Equals Customer Satisfaction

call center agent feature

In the call center, effective management of customer data and other sensitive information is par for the course, so data protection is critical. Unfortunately, traditional consumer browsers used to access this data often lack necessary security controls, leaving the organization and its data significantly vulnerable to cyber threats.

This presents call centers with a difficult decision: continue with a legacy VPN which supports voice but undermines the user experience, or transition to a zero-trust network access approach that cannot support voice. In an attempt to solve this problem, organizations resort to adding multiple solutions like agents, proxies, gateways and virtual desktop infrastructure to their security stacks. But this only complicates administration and strains the user experience, and as a result, reduces productivity.

Furthermore, the complexity of the security stack can result in longer onboarding times for new agents, slow down processes and cause frustration. This can lead to decreased morale and job satisfaction among call center agents, resulting in high turnover and difficulties attracting new talent. Moreover, navigating multiple solutions can be challenging and confusing for call center agents, leading to mistakes that can further affect customer satisfaction.

These issues are further compounded by the increasing frequency of data breaches caused by vulnerabilities in the network or endpoint. A Ponemon Institute-IBM study revealed that 83% of organizations have experienced more than one data breach. This underscores the need for a more secure solution for accessing and running SaaS applications in call centers.

Additionally, the high cost of implementing multiple security solutions is a major concern for call centers. The same Ponemon study found that the average cost of a data breach is $4.35 million. This puts pressure on organizations to find cost-effective solutions that provide the necessary security controls without sacrificing user experience or workflow. Call centers must adopt a secure, reliable solution that will simplify their security stack without increasing costs.

Therefore, it’s crucial to find something that not only provides necessary security controls but also enhances the UX while streamlining processes to increase productivity and efficiency. Faster response times to customer inquiries are beneficial for any business.

Using a zero-trust browser is a secure, straightforward solution for accessing and running SaaS applications. It integrates the necessary security controls into the browser, eliminating the need for multiple solutions. This results in a simplified security stack, reduced costs and an enhanced user experience. Additionally, the browser seamlessly integrates with the identity provider (IDP), allowing policies to be enforced directly on groups and users that already exist in the IDP. This adds another layer of zero trust on the authentication of the user, with posture checks on the device itself to the work environment.

When selecting a secure enterprise browser, look for one that offers a range of capabilities. This includes advanced data leakage prevention (DLP) features such as PII masking and disabling functions within the browser to prevent sensitive information from being unintentionally shared or leaked on specific URLs or apps. Other security features such as disabling automatic browser sync, search suggestions, metrics reporting, background processing, phishing protection and content rendering can also be customized to meet the specific needs of call centers.

To protect sensitive information, call centers need a reliable, secure system. A zero-trust browser can give them secure access to run SaaS applications. This reduces complexity and friction associated with securing applications in remote or hybrid work environments with full voice support. This can enhance your call center security posture and simplify your security stack.

Mishel Mejibovski is Head of Operations for SURF Security