How to Keep Contact Center Data Secure in Remote Work Settings

COVID-19 fast-tracked the trend toward remote and hybrid work. In 2023, 12.7 percent of full-time employees worked from home, and 28.2 percent worked in a hybrid setting. More than half of employees who can work from home expect to work in a hybrid or remote work setting. If you ask employees, they are likely to tell you that they would prefer to work remotely, at least part of the time. As much as 98 percent of workers would like to spend part of their workweek at home.

Even contact center employees, who have been limited to in-office work settings historically, have gone remote or hybrid. Remote work offers several advantages for both employers and their call center agents, but it also comes with some downsides. Remote contact center security is a significant concern for businesses that are moving away from the office.

How can contact centers secure their data while offering employees the benefits of remote or hybrid work options?

The Challenge of Remote Data Security

It’s simple to set up standardized security measures when everyone is in the office, but when you have a remote or hybrid setting, you’ll face some unique contact center security challenges. Without a standardized process, employees may share information via text or some other unsecure method. Virtual private networks (VPN) are a common approach to increasing security, but they aren’t perfect solutions.

VPNs tend to slow down data transfer speeds, which can encourage employees to go around them, increasing security risks. The strain on speed can also translate to poor call quality and unreliable connections. Plus, setting everyone up with a VPN can also be expensive.

United Business Technologies’ Approach to Contact Center Security

Contact centers that are connected to cloud-based solutions can offer increased security without sacrificing speed and reliability.

United Business Technologies takes contact center security very seriously takes a comprehensive approach to protect sensitive customer and internal data. We use advanced techniques and tools to secure their systems and networks, such as advanced encryption, firewalls and more!

We also go through regular security audits and vulnerability assessments to find and fix any potential risks. United Business Technologies’ commitment to security ensures that their customers’ data is always protected, and their operations remain secure.

Here’s how they ensure security:

• Advanced Encryption: The platform employs advanced encryption methods to safeguard data transmission and storage.
• Powerful Firewalls and SBCs: Robust firewalls and session border controllers (SBCs) are in place to defend against unauthorized access and cyber threats.
• Two-Factor Authentication: All users must go through a two-step verification process to log into their contact center account, adding an extra layer of security.

These measures are part of United Business Technologies’ commitment to offering a secure and reliable service for managing customer interactions. On top of these benefits, you have access to improved time management for employees, more flexibility for customer service teams, and highly personalized care for your customers.

Securing Your Contact Center with United Business Technologies

The shift towards remote and hybrid work models has been accelerated significantly by the COVID-19 pandemic, bringing to the forefront the critical need for robust contact center security.

While remote work offers numerous benefits, it also presents unique challenges that require innovative solutions. Traditional methods like VPNs may not suffice due to their limitations in speed and cost. By leveraging cloud-based technologies and comprehensive security measures that include encryption, firewalls, and intrusion detection systems, United Business Technologies ensures that contact centers can operate efficiently and securely, regardless of where their employees are located.

If you’re looking for a secure and reliable solution for managing customer interactions, United Business Technologies can help. Contact us today to learn more about securing your data and maintaining your customers’ confidence.