This is the age of data safety and protection from infiltration into computer systems and peripherals. The best minds in the world are dedicated to building defensive mechanisms to stop the perpetrators.
The danger of information theft is not a myth for call center companies. There have been instances of misuse of data that is used for lead generation. BPO agents have been known to sell or use the data provided to them for purposes that cannot be called legal by any stretch of the imagination.
Repeated assaults on the sales lead generation database has prompted the call center services to be careful about what they share with their agents. There are some simple steps that these call centers are taking to make themselves secure against data leakage. Let's take a quick look at those steps.
Step 1: Allow limited access to your lead generation agents. There are data modules that the average call center agent need not know. The availability of sensitive data should be limited to those higher-ups in the BPO hierarchy only.
The field agents can work with only a fraction of what the actual data bank is. Plan the access in a way that they don't know about the full process. If they are on the answering service team, divide the more critical calls in a way so that no two agents have the entire information of a client.
For example, the agent who knows the name need not know the social security number. That way the BPO service agents are always with insufficient information and yet the firm has the bird's eye view and has the full data sheet. This will prevent misuse of the data.
Step 2: Encourage your callers and customers to be aware of what they should share with a call center agent. A BPO agent with nefarious designs will want to have information that is not really needed for the firm to work on that case.
The callers must be aware of how much they need to divulge so that they don't give out the secret to unscrupulous agents. Awareness among consumers can be brought about through online efforts. Create a 'Contact' form that the online visitors can fill up and get in touch with you. That way, no one has access to data that can cause damage. No doubt there, then, that sales lead generation is slowly turning drastically towards websites and emails. These have lesser chances of data theft.
Step 3: Monitor the work of your call center agents. Digital technology is so advanced that you can track every tap of the keyboard and every click of the mouse. Use the software to check what's going on the BPO floor. If you are keeping a tough watch, the lead generation agents will not be able to give you the slip.
Check the calls made by the outbound call center desk and also listen in on their conversations. This will not only help you monitor but you can also chip in with some words of advice if you see things not going the way it's supposed to.