In today’s digital age, cybersecurity is increasingly important. With more data and information transferring to the cloud, local government contact centres improve and streamline their operations. However, while cloud-based platforms provide numerous advantages, there are security risks to consider.
This article discusses the importance of securing contact centre operations within local governments as more services transition to the cloud. It highlights the specific cybersecurity challenges that local government contact centres face, and provides practical strategies for enhancing cyber defence.
- The importance of secure contract centres in local government
- Challenges in securing cloud-based contact centres
- Best practices for enhancing cyber defence in contact centres
The importance of secure contract centres in local government
Contact centres in local government handle incoming calls, texts, emails and more. They are responsible for various customer enquiries, and provide critical public services. Contact centre employees working for local councils are regularly dealing with sensitive information, both on the government side and the customer side. Whether data and information are in the cloud or not, stringent cybersecurity measures must be in place to protect that sensitive data from cyberattacks.
Cybercriminals are becoming more sophisticated every day, and they target local government contact centres for several reasons. Contact centres handle high volumes of interactions, including customer details such as names, addresses, phone numbers, credit card details and more. An insecure contact centre operation leaves itself open to attack, resulting in data breaches, unauthorised access to sensitive information, and compliance violations. This is not only a violation of customer information, but it also dilutes public trust in their local government.
Challenges in securing cloud-based contact centres
Cloud-based contact centres in the public sector face unique security challenges. These include but are not limited to data protection, secure access, and compliance with regulations such as privacy laws. Data breaches in the cloud are just one security risk. Cybercriminals also target contact centres with phishing and ransomware attacks, where hackers encrypt files and lock users out of the system until they pay a ransom.
With critical information transferring to and from the cloud, it becomes a ripe feeding ground for hackers. Therefore, local government contact centres need specialised security measures to protect communication channels and sensitive data within the cloud. Without stringent security measures, the contact centre becomes a target for nefarious individuals and criminal organisations locally, and around the world.
Best practices for enhancing cyber defence in contact centres
This section focuses on actionable strategies local governments can adopt to enhance their contact centre security.
1. Risk management
Risk management and developing a cyber security risk management plan are essential for safe and secure cloud-based interactions. One of the key components of risk management is methodically listing every possible risk the contact centre could face. The next step is prioritising those risks. Which risks are most likely to occur, and which risks will have the greatest impact on call centre operations? A risk management plan provides a clear picture of the necessary steps to take to enhance security. The plan also provides mitigation strategies to reduce risk, along with contingency plans should there be a security breach.
2. Strong encryption
Strong encryption, which is approved by ASD (Australian Signals Directorate), is one method of protecting sensitive information. Encrypting data is one of the most effective ways of ensuring hackers cannot access sensitive material and customer details.
3. Data segregation
A common method for data segregation is to use a different database for each data type. For example, storing customer details in one database, and financial details in a separate database. Separating data in this manner makes it more secure.
4. Perform regular security audits
Security audits are systematic evaluations of the contact centre’s security infrastructure, its policies and practices. This ensures they are effective in protecting sensitive customer data and maintaining compliance with privacy laws. Regular audits help to identify vulnerabilities, assess risk levels, and guarantee the correct security protocols are in place.
5. Implement multi-factor authentication
You can add an extra layer of security for cloud-based operations by implementing multi-factor authentication (MFA). This occurs during the login process and requires users to provide multiple forms of verification before accessing a system or an account. Rather than simply relying on a password, MFA requires two or more types of verification.
6. Staff training
To further enhance cyber security, train staff on data protection best practices. Employees need to be alert to things like phishing scams, protecting customer data according to the security protocols the local government implements in the contact centre, and everything else associated with contact centre security within the cloud.
7. Continuous monitoring and incident response
It’s vital to implement continuous monitoring of all systems. Real-time monitoring will track suspicious activity, and detect anomalies within the cloud infrastructure. Your contact centre must also be ready to detect, respond to, and recover from security breaches, such as data leaks and cyberattacks. A rapid response minimises the damage.
Secure cloud-based systems with Premier Contact Point
Premier Contact Point provides advanced, secure technology solutions for contact centres. Operating since 1986, our secure cloud solutions are fully compliant with government requirements, and the team is fully versed in contact centre compliance obligations and technology requirements. Contact us today for a full demonstration of our secure, cutting-edge solution that many Councils are now using.
