When consumers make payments to or share personal data with their healthcare or insurance providers over the phone, contact centers face an increased risk of fraud and data breaches. According to InstaMed, the average cost of a data breach involving credit card data costs a healthcare or insurance company nearly $200 per record. In addition to these direct financial losses, there are the indirect costs of loss of customer confidence, bad publicity, a damaged reputation, and even legal liabilities.
Maintaining Payment Card Security in Your Contact Center
In this same article, InstaMed offers several important steps to take in protecting payment information in a phone environment:
1. Do not copy or store payment card data. When you write down credit card data with the intention to fax or scan the information, you run the risk of data breach or internal fraud from your own employees.
2. Keep your IT security measures up to date. Ensure that your billing service is protected from spyware by keeping your security measures up to date, regularly tested, and professionally maintained.
3. Confirm that third-party providers are compliant. If you work with third party service providers who store or transmit sensitive consumer data, you are responsible for their ultimate compliance and security.
4. Educate your employees. Your employees are your first line of defense in protecting sensitive consumer data. At the same time, they can be a serious point of weakness. Consistently train your employees on the latest measures in compliance and security, especially with this sensitive data.
As a contact center leader within the healthcare and insurance industry, you are responsible for an enormous amount of sensitive data. The good news is that you are not alone. Thousands of companies do this regularly and do it well.
About SecureCall and ExactCall
SecureCall enables your customers to share their identification or payment information by entering it on their phone keypad or through an SMS interface. Your agents remain on the line, but never hear nor see sensitive data.
ExactCall enables agents to deliver legal disclosures, healthcare details, or other required information using pre-recorded audio or an SMS interface. Information is delivered consistently and correctly every time, without the risk of human error.
If your business will be attending the 2017 CNP Expo in Orlando on May 22, please visit our booth to chat with our solutions professionals and request a demo of our call center solutions, SecureCall and ExactCall. You may also follow along by liking our LinkedIn and Facebook pages. To learn more about the 2017 CNP Expo and to register, please visit: http://www.cnpexpo.com/.