In today’s digital world, protecting customer data is more crucial than ever. It is the duty of UK businesses, especially those that rely on customer service calls, to ensure that all communications are kept private and secure.
Breaches in privacy not only damage a company’s reputation but can also result in legal consequences under the General Data Protection Regulation (GDPR) and UK Data Protection Act. So, how can your business ensure that customer service calls are kept private? Here, we’ve prepared a comprehensive guide.
1. Call Encryption
The most fundamental way to protect your customer service calls is by using secure, encrypted communication systems, says comms expert, Rydal Group. To ensure call encryption, they use the following methods:
Landline Security: For any businesses using traditional landlines, it’s crucial to work with providers that offer secure, encrypted connections. Many modern landline services can implement some level of encryption, but for high-security environments, digital phone systems are recommended.
VoIP Encryption: You can use Voice over Internet Protocol (VoIP) systems for customer service. These systems need to be encrypted to prevent third parties from intercepting calls. Ensure your VoIP provider uses SRTP (Secure Real-Time Transport Protocol) or TLS (Transport Layer Security) for call encryption.
End-to-End Encryption (E2EE): For businesses that handle particularly sensitive customer data, such as healthcare or legal services, end-to-end encryption may be necessary, E2EE ensures that only the participants of a call can access the communication. Neither the service provider nor any potential intruders can decrypt the conversation.
2. Training on Data Privacy for Customer Service Staff
Dan Park of customer service agency, In Touch Now, explains: “Your customer service team is the first line of defence when it comes to maintaining call privacy. Proper training ensures that they are well-equipped to handle sensitive information. We use the following methods to ensure data privacy.”
GDPR Compliance: Ensure your staff are fully trained on GDPR guidelines, which govern how personal data should be handled. Under GDPR, all customer data, including that shared during calls, must be processed lawfully, transparently, and securely.
Call Handling Protocols: Teach staff to verify customer identity before discussing personal or sensitive data. This can include asking for account numbers, security questions, or using two-factor authentication (2FA) for verification.
Call Environment: Ensure calls are taken in secure environments. In-office staff should avoid discussing sensitive information in open-plan offices where conversations could be overheard.
3. Introduction of Secure Call Recording Policy
Many businesses record customer service calls for quality assurance and training purposes. While this is a common practice, it must be done securely to ensure customer privacy.
Encryption of Call Recordings: Ensure that any call recordings are encrypted both in storage and in transit. Look for call recording software that offers AES (Advanced Encryption Standard) encryption to protect recordings from unauthorised access.
Data Retention Policies: Under GDPR, businesses must not store personal data, including call recordings, for longer than necessary. Create a clear data retention policy that outlines when call recordings should be deleted or anonymised. Most businesses opt for a retention period of 3-6 months.
Access Control: Limit access to call recordings to only those who need it, such as managers or compliance officers. Use role-based access control (RBAC) systems to ensure only authorised personnel can listen to sensitive calls.
4. Regular Monitoring and Auditing of Call Security
Regular monitoring and auditing of your customer service systems help to detect and prevent any potential breaches.
Regular Audits: Conduct regular security audits of your phone systems, including VoIP platforms and any call recording software. This ensures that all systems are up-to-date with the latest security patches and compliant with data protection regulations.
Real-Time Monitoring: Implement real-time monitoring tools to detect unusual activity. For instance, if a call is being accessed or transferred inappropriately, your system should flag this for investigation.
Penetration Testing: Hire a third-party cybersecurity firm to conduct penetration testing on your communication systems. This process simulates an attack to identify vulnerabilities before they can be exploited by malicious actors.
5. Virtual Private Networks (VPNs) for Remote Work
Simon Rinder of Office Agency, Pilcher London, explains: “With remote working becoming more common, a new wave of technology is now essential to protect customer service calls made from home or outside the office. We recommend the following services.”
Secure Connections: Ensure that all remote staff use Virtual Private Networks (VPNs) when accessing the company’s phone systems. A VPN encrypts internet traffic, making it difficult for hackers to intercept calls or data.
Mobile Device Management (MDM): If your employees handle customer service calls using mobile devices, implement Mobile Device Management to ensure that these devices are secure. MDM software allows you to enforce encryption, control access, and wipe data remotely if a device is lost or stolen.
6. Minimised Sharing of Sensitive Data Over the Phone
Whenever possible, limit the amount of sensitive information shared over customer service calls.
Secure Customer Portals: Instead of asking customers to provide sensitive information like credit card numbers over the phone, direct them to secure customer portals. Many businesses use these online portals for billing, account management, or secure messaging.
PCI DSS Compliance: If your customer service team handles payments over the phone, ensure your business complies with PCI DSS (Payment Card Industry Data Security Standard). This includes using secure payment gateways and ensuring that no sensitive card data is recorded or stored inappropriately.
