Call center business and the impact of IT on the call center business.
Positive influence of IT on call centre business:
The use of IT and the other digital technologies by the call centre agents have reduced the need for a call centre staff to undertake multiple tasks that previously the call centre agents had to undertake few years back. But, with the upgrade in the IT and digital communications systems, specific sets of tasks are allotted to the call centre agents that has contributed to more single-tasking rather than multi-tasking. Secondly, the use of the modern Information and Communications Technologies has influenced the professional lives of the call centre agents. Now, they have to undertake internal communications among peers, juniors or superiors through various applications those are based on modern ICT and that has made them more technologically sound and also improved their communication and interaction skills. Modern systems of IT have contributed to automated tasks and the achievement of streamlining of the various workflows. Thus, the business processes have been able to achieve higher efficiency for the employees by offering them automated systems which result in quick workflow and minimize errors. This makes the call centre employees more productive (Sherman, 2016).
Some of the theories that are used by the call centres across the globe for enhancing their productivity are information infrastructure theory and the institutional theory. The information infrastructure theory is particularly build upon the ANT and is also particularly focused on the networked, complex as well as the constantly growing business operations like call centres to be precise. On the other hand the institutional theory suggests that, the particular rules and regulations, and routines that should be established and followed by the call centres for maintain a proper social behaviour (Lawrence, Suddaby and Leca, 2011). The institutional environment can highly influence developing the formal structures in the call centres.
Information security breaches at call centre:
The attackers or hackers can then use such information of the customers for signing into their accounts with the organization. Then these fraudsters will steal all the secret information and use them to the peril of the call centre organization. This will not only compromise the customer accounts but will also tarnish the reputation of the call centre business. The customers will have to undergo substantial losses if such breach of security happens and they will naturally lodge complaints against the business in the consumer forum of being cheated. Though the management of the call centre would apologize for the issue and try to make the customers understand that this was an act of fraudsters, yet the customers might logically counter by asking the reason behind not adopting sufficient information security measures to prevent such detrimental events. The business will be liable in such circumstances and it will have to face a lawsuit and compensate the customers. As for example, the e-commerce company eBay faced a similar security breach in May 2014 that stole personal information of around 145 million users (Armerding, 2017).
The security system of the call centre business must be updated to accommodate all the modern encryption techniques of sensitive data
The recent antivirus, anti-spam and other security applications must be installed and regularly updated
Personal information of customers should be kept absolutely secret and not shared with one another within the call centre unless for the purpose of the tasks.
Lawrence, T., Suddaby, R., and Leca, B. (2011). Institutional work: Refocusing institutional studies of organization. Journal of management inquiry, 20(1), 52-58.
Mastan, J. (2016). Part 2: The digitization of customer service. Retrieved from whatsnext.nuance: https://whatsnext.nuance.com/customer-experience/how-digitization-impacts-the-call-center/
Pindrop. (2018). MASS DATA BREACHES MEAN TROUBLE FOR CALL CENTER SECURITY. Retrieved from pindrop.com: https://www.pindrop.com/blog/mass-data-breaches-mean-trouble-call-center-security/
Sherman, K. (2016). How Technology Impacts Agent Efficiency in the Call Center. Retrieved from tcnp3: https://www.tcnp3.com/home/call-centers/how-technology-impacts-agent-efficiency-in-the-call-center/
Wheatley, M. (2008). Call Center Security: How to Protect Employees and Customers. Retrieved from csoonline: https://www.csoonline.com/article/2122795/physical-security/call-center-security--how-to-protect-employees-and-customers.html