Archive for the ‘Customer Service’ Category

Protecting Your Legacy – Mitigating The Security Risk Posed To Businesses By Sensitive Customer Call Recordings

Many industries today are required to record and store customer calls for compliance reasons. Others choose to record calls for training purposes and to improve their customer service. This has resulted in huge banks of ‘legacy’ calls being built up, many of which contain sensitive payment and personal information that needs to be securely protected. Matthew Bryars, CEO of Aeriandi, discusses the issues facing many businesses regarding such recordings and explains what can be done to prevent sensitive data from ending up in the wrong hands.

We are all familiar with the phrase ‘your call may be recorded for training and monitoring purposes’ and most of us have little objection to it. We understand the need for companies to comply with regulations such as the Financial Conduct Authority (FCA) when handling payment transactions, and we know that our calls may be used to train future customer service employees. But do we know, or even stop to consider, how the content of our calls is managed?

Making these considerations could give rise to a number of questions: ‘Where are these legacy calls stored?’ ‘How are they protected?’ ‘Who can access them?’ ‘How long will they be kept?’ Not knowing the answer to these questions can be particularly concerning when you’ve made a payment over the phone and divulged all the information required by a criminal to commit fraud. If legacy calls are not stored securely then these sensitive details will remain at risk until either the recording is destroyed or the payment details expire, long after you’ve forgotten the call ever took place.

PCI DSS – keeping customer data away from prying eyes

The good news is that the implementation of the Payment Card Industry Data Security Standard (PCI DSS) will significantly reduce legacy concerns over time. While it is not a legal requirement for businesses to adhere to PCI DSS, the reputational and monetary risks associated with a customer data security breach are strongly encouraging vendors to ensure compliance is met. The latest version of the standard instructs businesses to:

Refrain from storing authentication data after it has been authorised;

Render all data unrecoverable once the authorisation process is complete.

There are a number of technologies available today which can help businesses to comply with PCI standards, ranging from rudimentary pause/record, through to secure telephone payment platforms that ensure sensitive payment information never enters the call centre in the first place, thus eliminating the legacy issue.

Securing your legacy archive

The bad news is that while the solutions above can solve the compliance issues facing businesses now and in the future, many have already been collecting and storing legacy data for decades, frequently archiving recordings onto tapes or discs. So how can they mitigate this security risk? Locking thousands of tapes in a secure vault is impractical and would make it almost impossible to access the data should it be needed for legitimate business reasons. This would be especially inefficient for public sector bodies that are required to respond to Freedom of Information (FOI) requests within 20 working days and therefore need to have call recordings readily accessible as well as secure.

Data analytics software that can automatically scan and delete sensitive information may be an option in the future, but the technology is not yet reliable enough to make it viable. As such, the best option for many businesses is to implement a secure legacy archiving solution. With this approach, old recordings stored on tapes or discs are digitised, the tapes destroyed, and the digital copies stored in a secure cloud that complies with PCI DSS.

This solution enables businesses to preserve the quality of call recordings, access data quickly and free up the office space that was previously taken up by recording equipment and tapes. Secure legacy archiving can also significantly reduce the compliance burden facing businesses that process card payments, making it quicker and easier for them to keep customer data secure and accessible.

In the not too distant future, the loopholes surrounding phone payment processes and legacy call recordings will be eradicated and increasing compliance with PCI DSS will ensure that secure data storage is standard practice. However, until that time it is necessary for businesses to be alert to the security risks posed by call recordings and ensure they have processes in place to keep their customers’ confidential data secure.

3 Important Tips to Consider Prior to Choosing Headsets for Your Call Center

Call centers are one place where the importance of headsets is realized to the maximum effect. It is nearly impossible for agents to use telephone receivers for endless hours of calling that stimulates the need of quality headsets for call center officials.

Very often, business managers ignore the importance of the right headset or headset adapter that will make sure the calling process becomes seamless and customer care agents face zero difficulties in calling for prolonged durations. This instills mismanagement in the company that often leads to a dip in productivity graphs of the company. Therefore, it is crucial to think and research rather than buying just any type of headset for your agents. Here are some tips in this respect. Take a look.

Few Tips to Buy the Right Headset for Calling Purposes

1. Design Considerations

Steve Jobs was once heard quoting ‘’design is not something you feel or look on, it is how things work’’. Same notion has to be followed while purchasing headsets for calling purposes. Rather than purchasing a headset that is flashy and carries an appealing appearance, you should make the selection as per its functionality. Make sure the headset is easy to set-up, headset adapter comes with a simple design and the headset pc adapter poses no compatibility issues. It is advised here that you look for vendors that have a variety of designs to choose from.

2. Durability Factor

You should always keep in mind that if your investment towards headsets is not one time, it should at least return you the value by lasting for a significant period. Durability is the key factor that you need to take into consideration before you choose just any type of headset. Make sure it is forged out of quality materials and has the capability of withstanding short falls. Also, check whether headsets come with a warranty.

3. Noise Cancellation

Call centers have a bustling environment. Several agents take and make calls simultaneously that generates a significant lot of noise on the surface. This makes it difficult for agents to listen to customers and attend to their problems. Therefore, always choose noise cancellation headphones that are capable of eliminating the surrounding noise and enabling both customers and agents to talk peacefully.

It is a must for you to follow these tips prior to purchasing a headset for your call center, if you want to make sure your process runs smoothly without any glitches. If you have some queries in this regard, feel free to input them in the comment section below.

Protecting Your Legacy – Mitigating The Security Risk Posed To Businesses By Sensitive Customer Call Recordings

Many industries today are required to record and store customer calls for compliance reasons. Others choose to record calls for training purposes and to improve their customer service. This has resulted in huge banks of ‘legacy’ calls being built up, many of which contain sensitive payment and personal information that needs to be securely protected. Matthew Bryars, CEO of Aeriandi, discusses the issues facing many businesses regarding such recordings and explains what can be done to prevent sensitive data from ending up in the wrong hands.

We are all familiar with the phrase ‘your call may be recorded for training and monitoring purposes’ and most of us have little objection to it. We understand the need for companies to comply with regulations such as the Financial Conduct Authority (FCA) when handling payment transactions, and we know that our calls may be used to train future customer service employees. But do we know, or even stop to consider, how the content of our calls is managed?

Making these considerations could give rise to a number of questions: ‘Where are these legacy calls stored?’ ‘How are they protected?’ ‘Who can access them?’ ‘How long will they be kept?’ Not knowing the answer to these questions can be particularly concerning when you’ve made a payment over the phone and divulged all the information required by a criminal to commit fraud. If legacy calls are not stored securely then these sensitive details will remain at risk until either the recording is destroyed or the payment details expire, long after you’ve forgotten the call ever took place.

PCI DSS – keeping customer data away from prying eyes

The good news is that the implementation of the Payment Card Industry Data Security Standard (PCI DSS) will significantly reduce legacy concerns over time. While it is not a legal requirement for businesses to adhere to PCI DSS, the reputational and monetary risks associated with a customer data security breach are strongly encouraging vendors to ensure compliance is met. The latest version of the standard instructs businesses to:

Refrain from storing authentication data after it has been authorised;

Render all data unrecoverable once the authorisation process is complete.

There are a number of technologies available today which can help businesses to comply with PCI standards, ranging from rudimentary pause/record, through to secure telephone payment platforms that ensure sensitive payment information never enters the call centre in the first place, thus eliminating the legacy issue.

Securing your legacy archive

The bad news is that while the solutions above can solve the compliance issues facing businesses now and in the future, many have already been collecting and storing legacy data for decades, frequently archiving recordings onto tapes or discs. So how can they mitigate this security risk? Locking thousands of tapes in a secure vault is impractical and would make it almost impossible to access the data should it be needed for legitimate business reasons. This would be especially inefficient for public sector bodies that are required to respond to Freedom of Information (FOI) requests within 20 working days and therefore need to have call recordings readily accessible as well as secure.

Data analytics software that can automatically scan and delete sensitive information may be an option in the future, but the technology is not yet reliable enough to make it viable. As such, the best option for many businesses is to implement a secure legacy archiving solution. With this approach, old recordings stored on tapes or discs are digitised, the tapes destroyed, and the digital copies stored in a secure cloud that complies with PCI DSS.

This solution enables businesses to preserve the quality of call recordings, access data quickly and free up the office space that was previously taken up by recording equipment and tapes. Secure legacy archiving can also significantly reduce the compliance burden facing businesses that process card payments, making it quicker and easier for them to keep customer data secure and accessible.

In the not too distant future, the loopholes surrounding phone payment processes and legacy call recordings will be eradicated and increasing compliance with PCI DSS will ensure that secure data storage is standard practice. However, until that time it is necessary for businesses to be alert to the security risks posed by call recordings and ensure they have processes in place to keep their customers’ confidential data secure.

3 Important Tips to Consider Prior to Choosing Headsets for Your Call Center

Call centers are one place where the importance of headsets is realized to the maximum effect. It is nearly impossible for agents to use telephone receivers for endless hours of calling that stimulates the need of quality headsets for call center officials.

Very often, business managers ignore the importance of the right headset or headset adapter that will make sure the calling process becomes seamless and customer care agents face zero difficulties in calling for prolonged durations. This instills mismanagement in the company that often leads to a dip in productivity graphs of the company. Therefore, it is crucial to think and research rather than buying just any type of headset for your agents. Here are some tips in this respect. Take a look.

Few Tips to Buy the Right Headset for Calling Purposes

1. Design Considerations

Steve Jobs was once heard quoting ‘’design is not something you feel or look on, it is how things work’’. Same notion has to be followed while purchasing headsets for calling purposes. Rather than purchasing a headset that is flashy and carries an appealing appearance, you should make the selection as per its functionality. Make sure the headset is easy to set-up, headset adapter comes with a simple design and the headset pc adapter poses no compatibility issues. It is advised here that you look for vendors that have a variety of designs to choose from.

2. Durability Factor

You should always keep in mind that if your investment towards headsets is not one time, it should at least return you the value by lasting for a significant period. Durability is the key factor that you need to take into consideration before you choose just any type of headset. Make sure it is forged out of quality materials and has the capability of withstanding short falls. Also, check whether headsets come with a warranty.

3. Noise Cancellation

Call centers have a bustling environment. Several agents take and make calls simultaneously that generates a significant lot of noise on the surface. This makes it difficult for agents to listen to customers and attend to their problems. Therefore, always choose noise cancellation headphones that are capable of eliminating the surrounding noise and enabling both customers and agents to talk peacefully.

It is a must for you to follow these tips prior to purchasing a headset for your call center, if you want to make sure your process runs smoothly without any glitches. If you have some queries in this regard, feel free to input them in the comment section below.

Protecting Your Legacy – Mitigating The Security Risk Posed To Businesses By Sensitive Customer Call Recordings

Many industries today are required to record and store customer calls for compliance reasons. Others choose to record calls for training purposes and to improve their customer service. This has resulted in huge banks of ‘legacy’ calls being built up, many of which contain sensitive payment and personal information that needs to be securely protected. Matthew Bryars, CEO of Aeriandi, discusses the issues facing many businesses regarding such recordings and explains what can be done to prevent sensitive data from ending up in the wrong hands.

We are all familiar with the phrase ‘your call may be recorded for training and monitoring purposes’ and most of us have little objection to it. We understand the need for companies to comply with regulations such as the Financial Conduct Authority (FCA) when handling payment transactions, and we know that our calls may be used to train future customer service employees. But do we know, or even stop to consider, how the content of our calls is managed?

Making these considerations could give rise to a number of questions: ‘Where are these legacy calls stored?’ ‘How are they protected?’ ‘Who can access them?’ ‘How long will they be kept?’ Not knowing the answer to these questions can be particularly concerning when you’ve made a payment over the phone and divulged all the information required by a criminal to commit fraud. If legacy calls are not stored securely then these sensitive details will remain at risk until either the recording is destroyed or the payment details expire, long after you’ve forgotten the call ever took place.

PCI DSS – keeping customer data away from prying eyes

The good news is that the implementation of the Payment Card Industry Data Security Standard (PCI DSS) will significantly reduce legacy concerns over time. While it is not a legal requirement for businesses to adhere to PCI DSS, the reputational and monetary risks associated with a customer data security breach are strongly encouraging vendors to ensure compliance is met. The latest version of the standard instructs businesses to:

Refrain from storing authentication data after it has been authorised;

Render all data unrecoverable once the authorisation process is complete.

There are a number of technologies available today which can help businesses to comply with PCI standards, ranging from rudimentary pause/record, through to secure telephone payment platforms that ensure sensitive payment information never enters the call centre in the first place, thus eliminating the legacy issue.

Securing your legacy archive

The bad news is that while the solutions above can solve the compliance issues facing businesses now and in the future, many have already been collecting and storing legacy data for decades, frequently archiving recordings onto tapes or discs. So how can they mitigate this security risk? Locking thousands of tapes in a secure vault is impractical and would make it almost impossible to access the data should it be needed for legitimate business reasons. This would be especially inefficient for public sector bodies that are required to respond to Freedom of Information (FOI) requests within 20 working days and therefore need to have call recordings readily accessible as well as secure.

Data analytics software that can automatically scan and delete sensitive information may be an option in the future, but the technology is not yet reliable enough to make it viable. As such, the best option for many businesses is to implement a secure legacy archiving solution. With this approach, old recordings stored on tapes or discs are digitised, the tapes destroyed, and the digital copies stored in a secure cloud that complies with PCI DSS.

This solution enables businesses to preserve the quality of call recordings, access data quickly and free up the office space that was previously taken up by recording equipment and tapes. Secure legacy archiving can also significantly reduce the compliance burden facing businesses that process card payments, making it quicker and easier for them to keep customer data secure and accessible.

In the not too distant future, the loopholes surrounding phone payment processes and legacy call recordings will be eradicated and increasing compliance with PCI DSS will ensure that secure data storage is standard practice. However, until that time it is necessary for businesses to be alert to the security risks posed by call recordings and ensure they have processes in place to keep their customers’ confidential data secure.

3 Important Tips to Consider Prior to Choosing Headsets for Your Call Center

Call centers are one place where the importance of headsets is realized to the maximum effect. It is nearly impossible for agents to use telephone receivers for endless hours of calling that stimulates the need of quality headsets for call center officials.

Very often, business managers ignore the importance of the right headset or headset adapter that will make sure the calling process becomes seamless and customer care agents face zero difficulties in calling for prolonged durations. This instills mismanagement in the company that often leads to a dip in productivity graphs of the company. Therefore, it is crucial to think and research rather than buying just any type of headset for your agents. Here are some tips in this respect. Take a look.

Few Tips to Buy the Right Headset for Calling Purposes

1. Design Considerations

Steve Jobs was once heard quoting ‘’design is not something you feel or look on, it is how things work’’. Same notion has to be followed while purchasing headsets for calling purposes. Rather than purchasing a headset that is flashy and carries an appealing appearance, you should make the selection as per its functionality. Make sure the headset is easy to set-up, headset adapter comes with a simple design and the headset pc adapter poses no compatibility issues. It is advised here that you look for vendors that have a variety of designs to choose from.

2. Durability Factor

You should always keep in mind that if your investment towards headsets is not one time, it should at least return you the value by lasting for a significant period. Durability is the key factor that you need to take into consideration before you choose just any type of headset. Make sure it is forged out of quality materials and has the capability of withstanding short falls. Also, check whether headsets come with a warranty.

3. Noise Cancellation

Call centers have a bustling environment. Several agents take and make calls simultaneously that generates a significant lot of noise on the surface. This makes it difficult for agents to listen to customers and attend to their problems. Therefore, always choose noise cancellation headphones that are capable of eliminating the surrounding noise and enabling both customers and agents to talk peacefully.

It is a must for you to follow these tips prior to purchasing a headset for your call center, if you want to make sure your process runs smoothly without any glitches. If you have some queries in this regard, feel free to input them in the comment section below.

Protecting Your Legacy – Mitigating The Security Risk Posed To Businesses By Sensitive Customer Call Recordings

Many industries today are required to record and store customer calls for compliance reasons. Others choose to record calls for training purposes and to improve their customer service. This has resulted in huge banks of ‘legacy’ calls being built up, many of which contain sensitive payment and personal information that needs to be securely protected. Matthew Bryars, CEO of Aeriandi, discusses the issues facing many businesses regarding such recordings and explains what can be done to prevent sensitive data from ending up in the wrong hands.

We are all familiar with the phrase ‘your call may be recorded for training and monitoring purposes’ and most of us have little objection to it. We understand the need for companies to comply with regulations such as the Financial Conduct Authority (FCA) when handling payment transactions, and we know that our calls may be used to train future customer service employees. But do we know, or even stop to consider, how the content of our calls is managed?

Making these considerations could give rise to a number of questions: ‘Where are these legacy calls stored?’ ‘How are they protected?’ ‘Who can access them?’ ‘How long will they be kept?’ Not knowing the answer to these questions can be particularly concerning when you’ve made a payment over the phone and divulged all the information required by a criminal to commit fraud. If legacy calls are not stored securely then these sensitive details will remain at risk until either the recording is destroyed or the payment details expire, long after you’ve forgotten the call ever took place.

PCI DSS – keeping customer data away from prying eyes

The good news is that the implementation of the Payment Card Industry Data Security Standard (PCI DSS) will significantly reduce legacy concerns over time. While it is not a legal requirement for businesses to adhere to PCI DSS, the reputational and monetary risks associated with a customer data security breach are strongly encouraging vendors to ensure compliance is met. The latest version of the standard instructs businesses to:

Refrain from storing authentication data after it has been authorised;

Render all data unrecoverable once the authorisation process is complete.

There are a number of technologies available today which can help businesses to comply with PCI standards, ranging from rudimentary pause/record, through to secure telephone payment platforms that ensure sensitive payment information never enters the call centre in the first place, thus eliminating the legacy issue.

Securing your legacy archive

The bad news is that while the solutions above can solve the compliance issues facing businesses now and in the future, many have already been collecting and storing legacy data for decades, frequently archiving recordings onto tapes or discs. So how can they mitigate this security risk? Locking thousands of tapes in a secure vault is impractical and would make it almost impossible to access the data should it be needed for legitimate business reasons. This would be especially inefficient for public sector bodies that are required to respond to Freedom of Information (FOI) requests within 20 working days and therefore need to have call recordings readily accessible as well as secure.

Data analytics software that can automatically scan and delete sensitive information may be an option in the future, but the technology is not yet reliable enough to make it viable. As such, the best option for many businesses is to implement a secure legacy archiving solution. With this approach, old recordings stored on tapes or discs are digitised, the tapes destroyed, and the digital copies stored in a secure cloud that complies with PCI DSS.

This solution enables businesses to preserve the quality of call recordings, access data quickly and free up the office space that was previously taken up by recording equipment and tapes. Secure legacy archiving can also significantly reduce the compliance burden facing businesses that process card payments, making it quicker and easier for them to keep customer data secure and accessible.

In the not too distant future, the loopholes surrounding phone payment processes and legacy call recordings will be eradicated and increasing compliance with PCI DSS will ensure that secure data storage is standard practice. However, until that time it is necessary for businesses to be alert to the security risks posed by call recordings and ensure they have processes in place to keep their customers’ confidential data secure.

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