Who's Responsible for BPO Contact Center Privacy & Cybersecurity?

Data Security and Privacy with the Privacy Professor

Rebecca discusses the importance of call/contact center and customer service privacy and cybersecurity practices with privacy law and business process outsourcing (BPO) expert, Jon Bello. Often the contact center, or customer service group, is the only barrier between a caller and the personal information and access to the account of a particular individual. BPO staff are common targets of social-engineering to get into others’ accounts and to locate where others are located. Mr. Bello discusses BPO contact center privacy and cybersecurity risks, and actions BPOs take to mitigate those risks. Many real-life situations and examples are discussed. Jon Bello also discusses the results of a poll he did about whether or not the use of AI to monitor work from home environments was okay. The results were interesting, and somewhat surprising! What types of monitoring occur within call centers? That is also discussed. See more about Mr. Jon Bello in the bio posted on this VoiceAmerica show site. #Cybersecurity #RiskManagement #RiskManagement #Privacy #BPO #CallCenter #OutsourcingSecurity #JonBello