This month’s Consultant Insights comes courtesy of Peter Ryan, Vice President, Customer and Market Solutions at Conduit Global.
If there is one constant in the contact center services sector, it is that everything is in a perpetual state of change. One of the observations that I have made over the past several months is the shift in both enterprise and customer attention toward data security and fraud prevention. This makes a lot of sense – sadly, it is no longer uncommon for individuals to feel the slight hand of fraud, whether it be personal identity theft or something as simple as a copied credit card that has been used illicitly. After a series of high-profile hacks impacting North American and European consumers, the strain that this trend has placed on contact centers cannot be understated, with enterprises across vertical markets demanding that their own operations (as well as those of their partners) are as impermeable as possible, rightly so.
However, this places a lot of strain on those actually running the contact centers. What has been abundantly clear over the past few years is that CRM budgets are being squeezed more than ever, which has placed immense pressure on operations managers, who are being tasked with sustaining high levels of customer service, keeping attrition low and investing in the latest technologies; with the added demands for greater inputs around data security, taking on new processes, expertise and tools may seem to be too much. However, to be perfectly frank, there is no alternative.
Enterprises can expect that both self-regulation, industry standards and statutory requirements in terms of data protection will increase substantially over the coming months. This trend has been evident for some time, and it is one that will challenge many contact center managers. Consumers want to ensure that their personal information is kept safe, and enterprises have a responsibility to do so. So how best to ensure maximum compliance with the least amount of disruption? Probably the best strategy is to get in front of the issue from the get-go. After conducting an initial audit of their present data security situation, contact center managers need to engage with the experts in their industry, so as to ascertain what are not only the key compliance requirements that they need to address immediately, but as well those most likely to be anticipated in the near future. That way, resources can be most efficiently allocated, in order to guarantee maximum compliance. It will be also very important for those enterprises working with contact center services vendors for some or all of their CRM needs to conduct ongoing assessments of these relationships, in order to make sure that their specific data protection needs are being met. To be ready at all times, is of paramount importance for today’s consumer, for whom security of personal information has never been more vital.
About EPIC Connections
Founded in 2003, EPIC Connections, Inc. is a global professional services company, and veteran owned business, focused on improving call center performance and the customer experience. Whether it be Consulting, Outsourcing or Application & Process Management, EPIC’s experienced team of contact center professionals offers tailored solutions for organizations of all sizes and complexity.