BPO firms are third-party vendors that offer specialized services to various companies. Originally BPO firms only offered manufacturing firms with physical outsourcing services but as time progressed, old as well as new BPOs offer various more services. The different services may include telemarketing to companies and banks, telemedicine services to chain hospitals or pharma companies, tertiary and secondary telebanking, etc.
Companies usually opt for BPO firms as these firms use advanced technological resources that are innovative. This offers greater operational flexibility to the companies as all the administrative and non-core functions are outsourced to such BPOs. This helps reallocate the valuable time and resources to other core competencies that will help the company to grow.
The BPO executives work under strict supervision and restriction to protect customer data and also to comply with the various rules/norms set for these firms.
However, the pandemic has changed it all. This lockdown has shifted the usual business mechanism that used efficient, effective, and safe communication. The BPO security firms had to allow their customer service executives to work from home, which possessed a great deal of danger to security.
As per the news headlines by the Indian Express, a majority of Indian firms have seen a phenomenal 25% increase in cybersecurity attacks in this mass transition to remote working.
Few security threats and problems faced by BPO firms:
- Privacy concerns and services related to customers
As mentioned above, customer service executives work under strict control and regulations to avoid leakage of any customer data be it intentional or unintentional. Generally, they use specific PCs that use isolated networks to work on. The area that they are directed to work under is also specifically pre-determined. Any personal device or personal equipment is forbidden in the area, however, due to the pandemic, the owners had to allow the executives to work from home. This has made strict supervision and monitoring difficult.
- Remote Access
The enterprises have to allow their customer service employees to use remote access to the business application that faces customers. However, providing reliable and secure access to various VoIP systems to make and receive calls and ensuring a smooth experience is tough. The employees working from home cannot be provided with this remote workforce security access to the VoIP systems.
This has greater exposure to cyber-attack threats due to increased mobility. Also, the poor connectivity at home can hinder customer services catered from the executive’s home.
- Using GSM-based connectivity
Organizations use GSM-based connectivity that automatically connects the customer’s call to the voice centre and then directs those calls to specific executives that are specialized in dealing with those kinds of problems. Even though this ensures real-time connectivity, it shouldn’t be a surprise that the enterprises are facing quite some problems with it.
The cost has increased in folds as the call charges double, which directly affects the operational costs of the business. The executive’s generic and normal IP addresses are not capable of providing the appropriate security measures. These IP networks are also responsible for carrying voice traffic that often drops and causes inconvenience to both parties.
Best solutions for ensuring better security for BPO firms:
- Incorporating Firewall Security
A firewall is the first layer of defence that adds up to your BPO security and is put up to deal with various cyber-related threats. Be it hackers, external threats, and malware, firewalls ensure safety facing all such problems diligently. Some benefits are:
a) Puts a full stop to virus attacks
The firewall constantly monitors the business system’s entry points and is ready to repel any virus it spots making its way into the system. It ensures confidentiality and avoids any leakage of data Analyzing network traffic.
b)Analysing network traffic
The firewall monitors network traffic and works on predetermined filters and regulations to help keep your system in the best shape. Your IT team can see beforehand what they will face through the firewall.
c)Deals with Spyware
As per the reports by Inc42, India has seen a 37 per cent hike in cyberattacks in 2020 as compared to 2019.
Spywares are downloaded without the company’s knowledge using illegal means. With an efficient firewall, one can monitor and eliminate all such harmful spyware. Not only that, but it will also help regulate the employee’s internet management and usage.
Hackers and Hacking are on a rise in India since the outbreak of the pandemic. This has forced the companies to allow their employees to work from home. The hackers have found such unprotected networks easy prey. Hackers are constantly targeting such companies and their employees to steal confidential data and hold these systems hostage.
The firewall ensures complete safety against unauthorized access initiated by amateur hackers. It prevents the hacker from looking or stealing any data from any of your company’s systems.
e) Ensures privacy
Firewalls promote and ensure privacy. This will ensure complete safety and will promote privacy among your clients. Thus, increasing the credibility of your organization.
Using App-based VoIP Solutions
One of the best alternatives to the weak and generic VPN solutions is to use an app or desktop-based VoIP Solutions. This provides complete encryption over various IP networks and adds up to BPO security.
This ensures safety and speed through Zero Trust Network Access Gateway Solution. This comes with various features like device fingerprinting, prevention of data leakage, multi-factor authentication that is out of the box, tunnel-based application access, prevents network bridging, internet control, and many more.
It doesn’t matter how big or small, using an appropriate and strong defence mechanism is important. Investing in Zero trust security software doesn’t add up to your costs but is beneficial for your company and your clients in the long run. By using such software, you are actively promoting privacy, thus ensuring a safe environment for your clients and customers.
Everyone wishes to have their data locked and away from unwanted prying eyes, and so facilitating the same with the help of such software will also promote customer trust and loyalty. Not to mention, this security software will provide you with the much-required edge in the completion and will also act as a selling point for your business.
We at Instasafe prioritize your cloud-based virtual functioning. We offer special work from home Zero Trust Secure Access Plans that are not only safe but are extremely economical. Instasafe uses principles that ensure the effective and efficient functioning of your customer services.