Why Cyber Security is important for your Customer Service Teams

other-industry-1980-x-1200px-1

Your customer services team are the bedrock of your business.

They build trust with your clients, and ensure your services are fulfilling your customers needs. Ultimately, they are the gate keepers to huge amounts of personal data being dealt with potentially a large team. However, there are often cases where customer services are not secure and regardless of size, your customer services team can be a potential risk to the security of your customers data.

Cyber Security is important

Ultimately, your business relies on trust. Your business is built on that as customers will only work with you if they feel they can trust you, particularly with their information. The minute a customer feels they cannot trust you then that is business lost.

Most of your teams will understand the importance of trust, but that does not necessarily mean that they understand security in the procedures they do and more can be done to protect our customer service teams to prevent the damage that can be caused by cybercrime.

Many of your customer services team may feel resistant to new cyber security measures in place as they can fear it hinders their practises and can complicate the ease with which they can use their systems. However, there are solutions at hand they can be simple to ensure the protection your business needs from cyber-crime. However, the biggest hurdle is often out-dated infrastructure, lack of knowledge and budget restrictions.

How can you implement cyber security into your customer service teams?

Use your IT team

Your IT department are an imperative area of your business. But they are just one team, and the whole business needs to be engaged to protect the company. Ensure that your IT is fully integrated into your customer services teams and works closely with the managers to ascertain goals and implement best practise. It makes sense that your customer facing team that handles potentially the most sensitive data, should work closely with the team that protects the company from cyber-attack.

Ensure you have user friendly Implementations

Your customer services teams are dedicated to making your customers lives easier and that every interaction is hassle-free. However, they can be concerned that by implementing more cyber security measures, will create complications in their service to their customers. However, you can implement easy 2-step authentication that does not hinder, nor compromise the customer experience and allows you to keep your customer data secure from cyber criminals.

Consider the cyber software you need

Regardless of how many times you change your passwords, you can never be entirely convinced your network is secure without the use of essential cyber security software’s. Some businesses we work with are implementing all-encompassing cyber security software suites. However, there are also other measures that you can implement to increase your cyber protection. These include, anti-virus software, anti-malware software, and virtual private networks (VPNs). While the first two-act more like firewalls, free VPN software for Android and other operating systems acts more like a curtain.

VPN’s hide your IP address to make it untraceable to hackers, which is essential if you have remote working customer service teams using their own Wi-Fi or working in different locations, so your device is connected but you are not public.

Keep educating the Team

Never assume that your teams know about cyber security. It is imperative that you keep your customer service teams fully up to date with the latest advice on cyber security and ensure there is regular company training. Ultimately your front-line staff need to understand how to protect your customer data, so the more education you can provide, the greater your protection as regardless of the solutions you have, human error has to be factored into any cyber security measures, so ensure that your teams are as educated as they can be, will only protect your teams more.

And lastly…

Cyber security is key regardless of the industry you are in. Many businesses may be foolish enough to consider that simply implementing software is sufficient, but that is not so, so communicating with your teams is imperative particularly for those teams dealing with customers and their data as your customer services team do. free VPN software for Android and other operating systems acts more like a curtain.

So, keep closely reviewing the measures in place and supporting them in the service to your clients to ultimately protect your business.

Man at desk

Subsribe for updates and our latest research

Subscribe

In this post

    You may be interested in

    Businesses are losing money and jeopardising security to IT sprawl and quick fixes, says Espria

    IT Leaders must take action on unchecked technology sprawl and shadow IT that are draining budgets, increasing cyber risks, and complicating their digital environment. According to a recent study, budgets towards insider risk management have doubled in the past 12 months, with 81% of business leaders looking to secure their internal business infrastructure as geopolitical tensions escalate and remote workforces become the norm. ‘Digital transformation ushered in new possibilities and solutions for computing, but it also introduced a potential for sprawl that burdens IT teams everywhere,’ said Brian Sibley, Virtual CTO at Espria. ‘When faced…

    Read the article

    Espria launches Espria Connect, enhancing Microsoft Teams with Advanced Unified Communications

    The new product, Espria Connect, isn’t just another telephony solution. It’s a game-changer, offering a cost-effective, scalable, and secure telephony solution for SMBs, mid-market and enterprise customers. Combining the power of Microsoft Teams with Cloud-Based Unified Communications, Espria, the leading managed services provider, is excited to introduce Espria Connect. This powerful solution streamlines business communication infrastructure and addresses the growing demand for a unified communication solution that supports hybrid work environments. Designed for businesses of all sizes, Espria Connect allows users to manage voicemail, make and receive calls, and access a diverse range of other…

    Read the article

    Reimagining education: How AI is changing the way we teach, learn, and collaborate in schools

    Technology has long been used by educators to support teaching and operations, facilitating staff with a wide range of platforms and resources. A particular tool that has sparked both controversy and curiosity is the inclusion of artificial intelligence (AI). A study by BCS, the Chartered Institute for IT, found that most teachers are reluctant to use AI for pupil learning with 84% of educators not changing the way they assess their students’ work. This comes after Ofsted recently launched an independent review on the use of AI in schools and how to develop the understanding of…

    Read the article

    Espria launches CSP renewal assessment service

    Leading managed service provider launches new service to address the costs associated with software sprawl, helping to drive down OpEx as businesses increasingly feel the financial squeeze. Espria, a leading digital solutions provider, has launched a free M365 Licence Assessment programme to help businesses save costs by reviewing existing licence estates and identifying those licences not in use or no longer being utilised. With Microsoft recently changing how they sell and structure licenses, businesses must now reassess their current M365 licenses, looking for ways to reduce costs and keep the capabilities they need as they…

    Read the article

    Your guide to leveraging NCE pricing to get the best value

    Renewing your Microsoft Licensing Agreement is an opportunity to align your IT strategy with your business goals. It allows you to take advantage of the latest technologies, optimise costs, and ensure compliance with industry standards. While this might seem straightforward at first glance, to achieve the best value and biggest discounts, it’s often more complex than it appears and navigating the renewalprocess requires careful planning. In this Blog we will walk through what you need to know about the new Microsoft Licensing rules,when to get the best value from your renewal, and how to review…

    Read the article

    Loving your customers with AI, cybersecurity and peace of mind with MSP support

    2024 has marked a massive shift for SME IT needs, as creating an appropriate and optimised business strategy has become an increasingly difficult challenge for business owners and IT operators nationwide.

    Read the article