Search ABOUT Call Center Security and Risk Management Your customers rely on you to secure their data, and your business integrity depends upon it. Protecting your customers and your business means working with partners as committed to data security as you are. Rooted in the Build Trust Value, our people, processes and technologies act as guardians of your brand, securing your data across each and every interaction. International contact centers, including Sitel Group®, operate under stringent security protocols. But this is just where we start. ISO 27001:2013 and ISO 27002:2013 PCI Certification/Compliance/PCI-DSS v3.x SOC Type 1 and 2 Certifications “As the customer service industry continues its rapid evolution – from digital innovation to digital disruption – personalization, privacy and security are of critical importance for brands around the world. Sitel Group is well-aligned with current industry trends and continues to invest in innovative and fully compliant, end-to-end security practices throughout its global operations.” Michael DeSalles Principal Analyst Frost & Sullivan Highly Trained and Certified Staff Certified Information Systems Security Professional (CISSP) Certified Information Systems Auditor (CISA) Certified Information Security Manager (CISM) Certified in Risk and Information Systems Control (CRISC) Project Management Professional (PMP) Payment Card Industry – Internal Security Assessor (PCI-ISA) 160,000 Trained People Actively Securing Your Data When it comes to data security your protocols, systems and tools are only as strong as the weakest link. Our approach to risk and security management begins with our 160,000 associates around the globe. Each and every one of our people are responsible for prioritizing your data security. Recurring mandatory security training for every associate; 31,000 hours of training completed in 2020 Random and recurring fake phishing emails testing associate awareness and adherence to protocols Business Information Security Office Our unique Business Information and Security Office program is available to all customers and designed to offer support through best-practice sharing including security, privacy and fraud management. Secure Cloud–Based Contact Center Solutions While your organization may be unsure about moving sensitive data off premise, the truth is that while you may feel like you have less control, your data is more secure in a managed data center. Sitel Group is ISO 27001 certified, an international standard setting out how to manage information security. ISO 27001 is recognized across the globe as the most robust framework for managing a business’s security responsibilities. Managing your data through Sitel Group’s cloud-based solutions ensures regular intrusion detection monitoring, penetration testing and virus scanning and the confidence that no one can access the servers storing your data without proper authorization. Few businesses have the resources to dedicate to this level of security and scrutiny in-house. Working with Sitel Group, this is a business-as-usual part of the service we deliver on your behalf. Our routine security measures include: High availability firewalls synchronized to prevent points of failure Anti-virus scanning Intrusion detection Penetration testing “Hackers” employed to attempt to penetrate our systems and tools Encrypted file systems Data Loss Protection (DLP) agents Multifactor authentication Transport encryption security protocols Physical access controls Change control processes Password security protocols, including implementation of “strong” passwords Benefit From the Future of Security and Risk Management Today Securing data used to rely on the onsite security of systems and tools. Ensuring agents could not access and record personal information. While these are still important processes, approaches to security management and risk mitigation must keep pace with bad actors’ changing approaches. Increasingly, contact centers are the subject of phishing attempts. Leveraging the latest technology can keep you one step ahead of those seeking to access your customers’ data without authority. Sitel Group makes use of speech and text analytics to identify contacts at a high risk of being fraudulent, while geolocation solutions are used to identify customers making contact from unexpected locations, prompting agents to ask additional security questions or routing calls to teams trained to effectively manage high-risk contacts. Speech and text analytics are also used to ensure agents are not unnecessarily asking for personal information. Find out more about how brands can manage contact center risk and data security. 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