Running a call center means handling customer data and sensitive information that needs to be kept secure. This means having features that keeps data secure, access controls for sensitive information, as well as secure data transmission. One of the main compliance procedures to help ensure that a contact center software is compliant and secure is SOC 2. SOC 2 is an auditing procedure that ensures that call center vendors are securely managing sensitive customer information and storing customer data in a way that protects both the interests of the company and the privacy of the client. SOC 2 certification is a basic requirement for any contact center software that handles sensitive information. Here is how to ensure that your call center software and vendor is SOC 2 compliant.
How is SOC 2 Certification Issued?
Before diving into what makes a software SOC 2 compliant, first we need to understand the use of SOC 2 and how to get compliance. SOC, or Service Organizational Controls, are a set of compliance standards maintained by the American Institute of Certified Public Accountants, or AICPA. SOC 2 Compliance is designed to test and demonstrate cybersecurity within an organization or software.
To receive SOC 2 compliance, companies must create a cybersecurity program and complete an audit that is certified by the AICPA through their auditors. The auditors must review and test the controls and ensure that they are up to SOC 2 standards. The auditors must also write a report that documents their findings and makes recommendations on what to improve.
The importance of SOC 2 cannot be understated, as many companies will refuse to do business with vendors that don’t have SOC 2, or will require that a company be SOC 2 compliant by a certain date if they are not already. To get SOC 2 compliance, there are some principles and variables that the call center vendor must complete.
Security Criteria
The security principle and criteria is a required criteria and the largest with the most controls. The security principle refers to the resources within the software that are utilized against unauthorized access. These access controls and encryption of data helps prevent the abuse of the system, theft or unauthorized use of sensitive data, misuse of the software, and improper alteration or leaking of information.
Availability Principle
The availability principle refers to the uptime of the call center vendor’s services, and includes plans to maximize uptime and procedures on how to restore availability during an outage.
The availability principle also has requirements for business continuity, data recovery after an outage, and backup data and plans in the event of an outage.
Processing Integrity
Processing integrity refers to controls and features that a business uses to keep business data confidential. This criteria tests and evaluates how data is processed and transmitted. In the case of a call center software, this means how data is transferred during an interaction over communication channels as well as the receiving of data through record management systems or CRMs. Processing integrity also requires that data processing be complete, accurate, valid, authorized, and fast.
Confidentiality
The confidentiality principle covers controls that are used to keep business data confidential. Vendors are expected to know what data is considered confidential and have systems in place to protect this confidential data. This includes utilizing encryption, access controls, and data deletion when required. Features like network and application firewalls, along with access controls, can safeguard information that is processed and stored on computer systems.
Privacy
The privacy principle covers a system’s collection, use, disclosure, deletion, and keeping of personal information. This is especially important for businesses and industries that handle personal information, like addresses, names, phone numbers, social security numbers of an individual. It is important that personal data is not only stored securely, but collected legally, and it is up to a vendor to ensure that the correct features are in place to ensure customer privacy.
Bright Pattern SOC 2 Compliant Call Center Software
Bright Pattern’s call center software is fully SOC 2 compliant, and has many features that ensures that it is SOC 2 compliant. These features include regular audits and reviews conducted by regulators, access controls with role-based and password protections, 24/7 availability with no downtime, data classifications with defined roles, and secure data storage as well as encryption of data during interactions.
