Tag: Data Security

Part 2: Forge Powerful Customer Trust Through Transparent and Secure CX Policies

Posted on by Susan Halvorsen

This blog post is the second in 2-part CX series: Streamline Travel and Hospitality Customer Journeys With First-Class Back Office Outsourcing.

In this chapter, we’ll delve deeper into why outsourcing is a strategic decision for travel companies. You’ll discover how transparent and highly secure back office services and policies can help you forge stronger customer relationships. 

Don’t miss Part 1! Discover why industry leaders like McKinsey and Forrester recommend BPO partnerships to maximize your digital CX.  Learn how decades of back office experience and an innovation-driven culture can be leveraged to unlock the power of analytics, AI, and automation in your travel business. Click here to learn more. 

In our previous blog post, we explored the insights of leading analysts on the critical role back office outsourcing plays in the success of travel and hospitality brands such as air carriers, hotels, resorts, and online travel agencies (OTAs). We discussed the importance of customer segmentation and hyper-personalization, alongside the power of analytics and AI in optimizing multi-channel self-service experiences. 

Now, let’s shift gears and delve into a critical yet often overlooked aspect of back office CX in today’s digital age: CX data security. This second part of our series explores how partnering with a trusted back office BPO partner can empower your travel and hospitality business to build customer trust through comprehensive cybersecurity policies and clearly defined legal policies. This trust also inspires positive social media engagement with travel customers on their favorite channels, all implemented by back office specialists.   

In a sector characterized by irregular operations (IROPs), an unshakeable foundation for data privacy is mission critical. By the end of this blog post, we’ll demonstrate how a BPO partner’s expertise goes beyond back office tasks by fostering a secure and trusted digital support environment for your customers throughout their travel journey.

Key Insights

  • Cybersecurity is a CX differentiator. We highlight how robust cybersecurity practices can become a competitive advantage in the travel industry, building trust and loyalty with customers increasingly concerned about data privacy.  
  • A trusted BPO with the right cybersecurity expertise partners with travel brands to enforce specialized security protocols like multi-factor authentication and a zero trust approach to cybersecurity. The BPO’s compliance expertise can elevate your brand’s cybersecurity posture while supporting core business functionality.  
  • Seamless integration of security into the customer journey is mission critical. With a BPO partner, your travel brand’s cybersecurity measures are implemented transparently, increasing the overall security, safety, and satisfaction of the customer’s journey. 

Why a Highly Secure Back Office Matters to Travel Customers and Differentiates CX

In today’s digital, fast-moving world, travel and hospitality brands handle a wealth of sensitive customer information, from passport details to credit card numbers. Customers entrust the travel and hospitality brands they support with this data to plan their dream vacations or essential business trips. Unsurprisingly, they expect this information to be safeguarded with the utmost care. 

Here’s where a highly secure back office comes into play. By prioritizing robust cybersecurity measures and investing in legal protections, travel and hospitality business leaders forge deeper trust with their customers. This is why leading industry analysts like Gartner advise proactively investing in outcome-driven cybersecurity that keeps pace with threats: 

Cybersecurity outcome-driven metrics (ODMs) are operational metrics with special properties that enable cybersecurity’s stakeholders to draw a straight line between cybersecurity investment and the delivered protection levels that investment generates. 

—Gartner®, “Top 9 Trends in Cybersecurity for 2024” 

iQor’s CX optimization capabilities include a hyper-secure private CX cloud that ensures compliance and mitigates threats, protecting your brand’s privileged information and providing data security and peace of mind to your travel customers.  

Imagine this: a customer finalizes their booking, excited about their upcoming adventure.  Knowing their data is protected by a strong cybersecurity program leveraged by a trusted BPO adds an extra layer of confidence to their travel experience. Conversely, a data breach can leave customers feeling vulnerable and erode trust. 

By demonstrating a commitment to cybersecurity, your travel or hospitality brand is sending a clear message: your customers’ privacy matters. This commitment fosters a sense of security and allows customers to focus on planning and enjoying their travel experience.

Partner With BPOs That Harness World-Class Zero Trust Architecture and Proactive Risk Mitigation

In today’s data-driven world, travel and hospitality brands understand the importance of customer trust. This includes ensuring the security of sensitive information, especially when working with offshore partners.

Here’s how iQor builds trust and ensures traveler data is secure: 

  1. Unwavering Commitment to Data Security. We recognize cybersecurity as a top concern. That’s why we implement robust data privacy and security measures, including multi-factor authentication, detailed account logging reports, and a zero trust approach. Our secure, multi-layered approach safeguards your customers’ information, wherever our service centers may be located.
  2. Meaningful Investments Into Employee Experience. Happy employees are more vigilant with sensitive customer financial data. We foster a culture of employee satisfaction through open communication, clear security policies, and ongoing training. This translates into a more secure environment for your data and a more positive experience for your customers.
  3. Effective Multi-Factor Authentication for Agents. Proactive planning is essential to align secure data privacy standards with irregular operations. Our back office expertise deploys multi-factor authentication that protects customer profile information and associated financial data in a dynamic marketplace.
  4. Transparent Policies That Build Customer Trust. Travelers deserve peace of mind.  Our commitment to transparency extends to informing customers about how their data is used and protected. Open communication—a core iQorian value—about our security protocols builds trust and fosters long-lasting client relationships. 

Back Office Insights: Chargeback Support Ensures Seamless, Secure Travel Customer Experiences

Security goes beyond IT support. It also involves meaningful and transparent investments in legal policies that ensure both merchants and end customers are treated fairly.

Think about the last time a processing error led a company to issue a payment refund on your behalf. For example, when booking airline, hotels, and other accommodations through an online travel agency or aggregator (OTA), effective and efficient chargeback support can elevate customer satisfaction by ensuring refunds are posted in a timely manner. This is where a travel brand’s behind-the-scenes BPO partner can play a vital role. 

A BPO partnership for back office chargeback support might include: 

  • Account Maintenance & Data Accuracy. CX specialists meticulously maintain account information and ensure optical imaging is clear for all transactions. This minimizes errors and disputes before they even arise. 
  • Dispute Resolution Expertise. A trusted BPO well-versed in chargeback data science and legal intricacies can efficiently resolve disputes, ensuring both the traveler and the merchant receive fair treatment. 
  • Comprehensive Legal Support. A dedicated legal support team oversees every step of the process to guarantee that all chargebacks are handled according to regulations. This minimizes legal complications and gives travelers peace of mind. 

A trusted outsourcing partner can also provide thorough social media monitoring and escalation management. Travelers often voice concerns on social media. BPO teams proactively monitor these platforms and identify potential escalations, including those considering legal action.  

By intervening swiftly and professionally, they can prevent negative social media buzz and legal risk and protect the brand’s reputation. BPO expertise can empower travel and hospitality brands to deliver seamless CX, even when IROPS arise, ensuring customers return from their dream vacations with positive memories of their travel and accommodations experience. 

Seamlessly Integrating Security Into the Fabric of the Customer Journey

Maintaining robust cybersecurity can sometimes feel like a balancing act. Travel brands need strong policies in place to ensure your customer experience remains smooth and efficient through optimized disruption management. This is where a BPO partner with expertise in back office cybersecurity CX can be invaluable. 

Here’s how BPOs seamlessly integrate security into the customer journey: 

  • Clear, Open Communication. BPOs can help develop accessible communication channels for customers to review security policies. This transparency builds trust and allows travelers to understand how their information is protected. 
  • Frictionless Security Measures. With a trusted BPO partner, security protocols can be implemented behind the scenes without creating unnecessary steps or delays for customers. Streamlined processes also ensure security is seamlessly integrated, resulting in a user-friendly experience. 
  • Proactive Security Education. BPOs can work with travel brands to develop educational content such as knowledge bases and FAQs for customers. This empowers travelers to recognize and avoid potential phishing attempts or scams, further strengthening the overall security posture. 

Strategic outsourcing can empower your travel or hospitality business to deliver robust security programs that function as a silent guardian within the customer journey. Customers receive the protection they deserve, while their travel planning and booking experience remains positive and efficient. This fosters a sense of security and satisfaction, creating a win-win situation for both your brand and your customers. 

Uncover the role of employee training and empowerment in back office security.

Travel and hospitality organizations are aware that customer experience hinges on a team of competent, driven back office employees. The extent to which staff are trained and equipped plays an instrumental role in shaping these experiences.  

By incorporating generative AI technologies, a BPO can offer significant contact center training and career development opportunities that exceed performance expectations. iQor strives to surpass client performance targets through Symphony [AI]TM, our holistic AI strategy that optimizes the entire employee lifecycle.

iQor’s culture of innovation drives our CX experts to always seek new tools, techniques, and applications for AI optimization across CX operations. Whether the service we provide is customer-facing care or back office support, Symphony [AI] has the potential to transform agent performance and client outcomes through:  

  • Preparation of agents to offer superior customer experiences. 
  • Transformation of approaches used by employees to meet customer needs. 
  • Education that enables agents to swiftly locate necessary information. 
  • Alleviation of stress and reduction in time spent handling each customer query. 

Drive continuous improvements to travel customer CX with dedicated monitoring, reporting, and a culture of open communication.

Reports on customer experience within the travel industry provide insights into key areas such as dominant countries from which travelers originate, comparisons between repeat visitors and first-time guests, and records of customer service engagements. 

iQor’s back office services surpass traditional outsourcing expectations by proactively gathering, analyzing, and reporting insights to our clients about program performance using powerful analytics tools like our proprietary VALDI interaction analytics platform. Staying informed empowers our travel and hospitality clients. We ensure they receive accurate, timely updates and maintain open communication channels for a stress-free experience.  

The information your strategic outsourcing partner reports can encompass a range of metrics customized to the needs of each business, including: 

  • Economic measures such as adherence to policy and cost reduction. 
  • Service quality indicators like client satisfaction and supplier service standards. 
  • Business-related metrics that scrutinize return on investment and output efficiency. 
  • Ecological sustainability markers that monitor business travel’s carbon emissions with an emphasis on greener practices. 

The Bottom Line: The Future of Travel is Hyper-Connected, Hyper-Personalized, and Hyper-Secure

Let’s recap our experience exploring streamlined customer journeys through first-class back office outsourcing throughout this 2-part series. 

In Part 1, we explored strategies for keeping pace with the rapid evolutions of the travel and hospitality landscape. Today’s travelers crave a hyper-connected journey, tailored to their unique needs, and delivered seamlessly across all touchpoints. 

Customer engagement statistics from McKinsey, Forrest, Gartner, and beyond prove that the key to unlocking this future lies in embracing data. By leveraging powerful analytics and hyper-personalization strategies, travel brands can create unforgettable experiences that resonate deeply with their customers and build trust through transparency and integrity.  

A forward-thinking business solutions provider who shares these values and possesses the experience and resources to harness industry-leading strategies is the key to elevating customer service and experience to new heights.  

By following the reports of top travel and hospitality industry analysts and choosing a third-party CX expert to refine your CX approach, you can help define the industry’s future by creating irresistible experiences at every touchpoint for your valued customers. After all, in this sector, the journey is as important as the destination.

FAQ: Empowering Your Travel or Hospitality Brand with Back Office BPO Solutions

1. How can BPO back office support specifically benefit the travel industry?

Answer: BPOs offer a range of back office solutions that can maximize your travel brand’s operations: 

  • Streamlined Customer Service. BPOs can handle tasks like booking management, itinerary changes, and voucher processing, freeing up your in-house team to focus on complex inquiries and building customer relationships. 
  • Optimized Dispute Resolution. BPOs with expertise in chargeback management and dispute resolution can efficiently handle these issues, reducing costs and improving customer satisfaction. 
  • 24/7 Availability With Global Support. BPOs with geographically diverse teams can provide multilingual customer support around the clock, ensuring seamless assistance for travelers in any time zone. 
  • Data Analytics & Reporting. BPOs can analyze back office data to identify trends and inefficiencies. These insights can be used to optimize processes, reduce costs, and improve the overall customer experience. 
  • Robust Data Privacy and Security. BPOs prioritize data security with robust protocols and employee training. This ensures your sensitive customer information is safeguarded. 

2. How do BPOs ensure the security of customer data in the back office environment?

Answer: Reputable BPOs prioritize data security with robust back office measures like: 

  • Restricted access controls to sensitive data, such as multi-factor authentication. 
  • Regular data encryption that follows world-class encryption standards. 
  • Secure data storage facilities with advanced security protocols. 
  • Comprehensive employee training on data security best practices. 
  • Regular security audits to identify and address potential vulnerabilities. 

Experience the iQor Difference

To navigate today’s travel and hospitality landscape, you need more than just a BPO provider. You need a trusted BPO who understands the unique challenges you face and can deliver solutions that drive real results. 

iQor is a globally trusted managed service provider of digitally enabled business and CX solutions recommended by the world’s leading travel and hospitality brands as a trusted advisor that seamlessly integrates with the needs of their organization.

We go beyond traditional outsourcing to offer a comprehensive suite of services designed to optimize your entire customer journey.  Here’s how we can help you soar:

  • Deep Industry Expertise. Our team boasts extensive experience in travel and hospitality, including navigating our customers’ proprietary CRM platforms and leveraging OCR. 
  • Data-Driven Insights. We implement cutting-edge data science and AI to unlock actionable insights from your customer data. This empowers us to optimize channel utilization, identify risk areas, and personalize the customer experience for increased satisfaction. 
  • Global Capabilities & Security. With a presence across 10 countries and a private, high-performance CX cloud, we offer scalability, security, and seamless global support. 
  • Next-Generation Solutions. We are early adopters of innovative technologies like VALDI’s advanced analytics and iQor’s Symphony [AI] ecosystem, continuously investing in creating the future of travel industry customer service. 
  • Trusted Partner Approach. We foster a consultative partnership, deploying dedicated account teams with industry expertise to guide you every step of the way. You’ll gain a reliable advisor who understands your business and is invested in your success. 

iQor offers the perfect blend of innovative digital support solutions and expert leadership dedicated to creating exceptional customer experiences. Ready to transform your travel and hospitality brand? Contact us today and let’s discuss how we can turn more travelers into enthusiastic brand advocates. 

Susan Halvorsen, vice president of business development at iQor, is a dedicated CX leader who champions the power of innovation to elevate customer experiences in travel and hospitality. Connect with Susan on LinkedIn. 

The 5 Essential Pillars of Zero Trust for BPOs

Posted on by John O'Malley

Why BPOs Need to Continuously Invest in Zero Trust

The threat landscape is constantly changing, and a static security model is not an option. Zero trust is a dynamic approach to security that enables BPOs to stay ahead of the curve. By continuously investing in zero trust, BPOs can protect their data and systems from the latest threats and ensure a secure environment for the mountains of client data they store, handle, and analyze. 

What Is Zero Trust? 

Zero trust is a security concept created by cybersecurity expert John Kindervag. The phrase he coined, “Never trust, always verify,” has become the watchword of zero trust advocates and practitioners. 

Kindervag broke new ground when he recognized that every instance of trust in a network represented a vulnerability. As he saw it, every user and every device needed to be authenticated and authorized before it could access any part of a network. With zero trust, no activity on the network, no matter where it originates, is presumed to be trustworthy. 

Zero trust was a major departure from the status quo, which built security on the idea that a secure perimeter around a network would keep the network safe—much like a moat around a castle. Security experts presumed activities inside the perimeter to be trustworthy because an actor had to pass through perimeter security to get inside. But as with a castle, once a bad actor penetrated the perimeter and was inside, they could wreak havoc. 

The Castle-and-Moat Approach No Longer Provides Enough Protection

The castle-and-moat approach was fine when everyone worked from the office and the network server was on premises. Today, businesses have data in data centers, in the cloud, in branch locations, and on endpoint devices. Employees work at home, a hotel, or their neighborhood coffee shop.  

This is the era of the distributed network, and cybercriminals have more ways than ever to penetrate a network.  

How much havoc are bad actors causing? Every 11 seconds a business is hit by a cyberattack. According to Cybercrime Magazine, if Cybercrime were a country, it would have the third largest economy in the world, behind only the U.S. and China.  

Fortunately, zero trust is catching on.  

Standards Help Business Process Outsourcers (BPOs) Transition to Zero Trust 

Zero trust is a concept, not a product. You can’t set it and forget it. For years, zero trust experts often described it in different ways, which could be confusing for BPOs that wanted to implement zero trust and build a zero trust architecture (ZTA).  

That changed when, after a series of data breaches in various agencies, the U.S. government made a strong commitment to zero trust. The National Institute of Science and Technology (NIST) published NIST 800–207, “Zero Trust Architecture,” to help organizations transition from legacy security systems to zero trust. In 2021 and 2022, the president issued executive orders requiring all U.S. federal agencies to adhere to NIST 800–207 and to ensure the responsible development of digital assets. 

Now vetted and validated by many commercial customers, vendors, and government agency stakeholders, private organizations and enterprises widely recognize NIST 800–207 as the reigning zero trust standard. By providing helpful guidance—especially for organizations with no experience in zero trust—NIST 800–207 has provided clarity for BPOs and all organizations that want to phase in zero trust.  

3 Principles of Zero Trust 

CrowdStrike cites the three principles of zero trust as: 

  • Continuous verification. Verify all users and their permitted level of access before granting access to any resources. Only “least-privileged access” should be granted to any user, meaning users have access to only the resources they need. 
  • Limit the “blast radius.” In case a breach does occur, minimize the damage it could cause. 
  • Automate context collection and response. Automatically analyze behavioral data against the entire IT stack to develop the most accurate response to an access request or perceived threat. 

Zero Trust Needs of BPOs 

When a BPO manages an omnichannel customer experience (CX) program, massive amounts of data (Big Data) are collected. Every customer interaction—phone, text, chat, email—is recorded and analyzed. Various applications are used to analyze the data produced from these interactions. Automation makes processes more efficient.  

Hundreds or thousands of customer service agents and supervisors, many of whom work at home (WAH), have access to the data. Agents providing back office services handle thousands of personally identifiable records.  

These activities are repeated for every client, every day.  

And these 5 pillars of zero trust protect them from bad actors. 

5 Pillars of Zero Trust for BPOs 

Regardless of the scope of a dynamic zero trust implementation, these five pillars are must-haves for BPOs. 

1. Multifactor Authentication

Multifactor authentication hardens security access to networks by requiring users to confirm their identity through two or more factors. Authentication factors are things you… 

  • Know: username/password, PIN, security questions. 
  • Have: RSA key, fast identity online (FIDO) key, phone, registered endpoint, certificate. 
  • Are: biometric scan – fingerprint, palm, eye, voice, facial. 
  • Locate: source IP, known device location, GPS. 

Organizations can use multifactor authentication in numerous ways, including: 

  • OTP: After entering your user ID and password, the system asks you how you’d like to receive a one-time password (OTP), via SMS, chat, or email. After you select your preferred method, the system sends you the OTP and provides a form field for you to fill in after you’ve received it. 
  • Third-Party Sync: At the login screen, the system asks for your password and an OTP provided by a third-party application that syncs the OTP it sends to your smartphone with the login page. 
  • Biometric Scan: Login includes a user ID, an OTP, and a fingerprint scan. 
  • Hardware Token: To log in, press the button on your hardware token device to generate a new passcode and enter it into the first or second password field on the login screen. 
  • FIDO2: Open-standard FIDO2 delivers hardware-based authentication through your existing FIDO2-enabled device such as a smartphone, security key, or hardware token enabling you to simply enter your biometric or pin-based authentication to log in. 

Multifactor authentication emerged as an important line of defense against bad actors as they became more adept at stealing user IDs and passwords through brute force (trial and error) and social engineering (convincing people to divulge their login credentials) attacks, such as: 

  • Phishing: Using fraudulent emails and websites to deceive users into revealing personal information or inadvertently installing malware. 
  • Smishing: Using text messages or messaging apps to obtain sensitive information from unsuspecting individuals. 
  • Spear Phishing: More personalized than phishing, spear phishing targets a specific person or group with a personalized message seemingly coming from a known sender. 
  • Keyloggers: Often installed through vulnerable browsers that fall prey to bad actors, a keylogger records every keystroke made by the user to gain access to confidential information. 
  • Credential Stuffing: Attackers use lists of credentials obtained through a data breach in one system to gain access to another system. 
  • Brute Force and Reverse Brute Force Attacks: Bad actors obtain the username or account number (brute force) or password (reverse brute force) and use automation tools to determine the missing key to gain access. 
  • Man-in-the-Middle (MitM) Attacks: Bad actors intercept messages between two parties to obtain and/or alter data with malicious intent. 

While multifactor authentication may add a minute to the login time, it adds an important layer of protection to the network by making it much harder for bad actors to get in. 

2. Network Security and Microsegmentation 

Multifactor authentication provides protection against bad actors trying to breach the network’s perimeter. 

Microsegmentation protects the network from bad actors who somehow make it into the network and then attempt to cause damage throughout the network. 

Microsegmentation employs software to virtually isolate parts of the network where applications can run—known as a workload—from each other.  

With each workload isolated and every attempt to move from one workload to another requiring authentication and approval, microsegmentation limits any damage done in one workload from reaching another. It also ensures that any user in one workload who attempts to access sensitive data in another workload has the appropriate permissions. This is an area of continued investment for iQor into 2024 and beyond.  

3. Data Security 

Multifactor authentication and microsegmentation protect areas and resources of the network from bad actors. Zero trust data protection (ZTDP) protects the data itself by applying the principles of zero trust (detailed above) to data. In other words, ZTDP is an extension of zero trust. Instead of being network and resource centric, ZTDP is data centric. 

Even with data, never trust, always verify.  

With ZTDP, both structured and unstructured data—whether in a database, in a protected file store, or on the move (in use)—are protected by requiring that users be authenticated and granted only least-privileged access. This necessitates access policies at the most granular levels. 

In granting access, the context of the access request is considered. Contexts to be considered might include: 

  • Is the request coming from a user or an application?  
  • Is it known how the requestor will use the data? 

Automation is used to evaluate and enforce access policies. All data requests are logged, regardless of the outcome of the request. 

4. Device Authentication and Authorization

Authentication and authorization are two steps that sound similar but have different meanings. 

Authentication is the process by which a user or device is confirmed to be who they claim to be. Typically, the network authenticates users by their user ID, password, and another required authentication factor.  

Devices are often authenticated by IP address. If the authenticated user’s IP address is what’s expected, the device is authenticated for that user. If the authenticated user’s IP address isn’t what’s expected, the network may ask for further proof that they are who they claim to be. Also, a notification may be sent to the user that someone has logged in with their credentials from an unrecognized device, instructing them to contact the network administrator if it wasn’t them. 

Much of the communication in complex networks is between devices that work autonomously, such as routers and switches. To make sure bad actors don’t mimic these devices, security teams use encryption to protect and send data between devices.  

Authorization is the process of providing least-privileged access to the authenticated device for areas and resources requested.  

This principle of least privilege (PoLP) is a foundational aspect of zero trust to help improve an organization’s security posture by reducing their attack surface. The process of authorization involves verifying the user’s or device’s identity and then assigning access privileges that correspond to the user’s role, responsibilities, and need-to-know. This is typically done by assigning the user or device a set of permissions that dictate the applications, data, and resources they can and cannot access. 

5. Continuous Monitoring of All Actors 

The transition from traditional unified networks with castle-and-moat security models to zero trust raises three important topics for IT: visibility, automation, and analytics. 

Visibility 

IT maintains a high level of resource visibility in a traditional network. With zero trust and network microsegmentation, resources are segmented into small pieces. Traditional monitoring and network management were developed to provide visibility to one network, not to many small segments that comprise a network.  

Lack of visibility can lead to a network with unpatched devices, unmonitored systems, and shadow IT, where IT-related hardware and software are used without the knowledge and consent of IT or security. 

Meanwhile, zero trust depends on continuous monitoring of all actors. Automation and analytics make up for the visibility deficit. 

Automation and Analytics 

Zero trust relies on software that automatically and consistently monitors all network segments, data correlations (how strongly sets of data are linked together), and logs to form a baseline of user behavior.  

When analysis of the monitored data indicates there are anomalies in user behavior, they are reported to IT and security stakeholders as potential threats in real time. Real-time notification gives stakeholders their best chance to mitigate a threat before it does any damage. 

Benefits to BPO Clients 

When BPOs implement the five pillars of zero trust to protect their networks, their clients can feel confident that the BPO is taking every step to limit access to their data to users with the proper access privileges.  

They can also feel confident that their BPO takes strong measures to protect their own operations against bad actors, so the business processes the client outsources to them have less chance of being compromised by cyberattacks. 

These practices offer BPO clients peace of mind that their outsourced business processes are protected so they can focus on achieving desired KPIs. Optimize the customer experience through human-centric interaction with agents.

Zero Trust Is the Future of Security for BPOs 

Brands in all sectors are evaluating and in some stage of their planning a zero-trust security implementation.  

BPOs use Big Data to find new agent-coaching opportunities to predict employee attrition and much more. They save, manage, and analyze massive amounts of data and can’t afford to have that data breached, stolen, or corrupted. Zero trust is the standard that provides maximum cyber protection for BPOs and their clients. 

Zero trust requires considerable know-how and time to implement. There’s no such thing as a “finished” zero trust program. Technology keeps changing, and cybercriminals keep finding more ways to breach systems to deny service, steal secrets, or demand ransom. As circumstances change, organizations that employ zero trust need to change with them. 

As more BPOs implement zero trust, brands in search of a BPO may well start asking, “How are you coming along on your zero trust security roadmap?” 

As BPOs continue to invest in and implement zero trust practices, brands in search of a BPO partner can discuss current and planned zero trust initiatives.  

Experience the iQor Difference 

At iQor, we partner with clients to design the optimal mix of CX automation and people where security is always top of mind. As a managed services provider of customer engagement and technology-enabled business process outsourcing (BPO) solutions, iQor provides a comprehensive suite of full-service and self-service scalable offerings that are purpose-built to deliver amazing customer experiences. 

Our award-winning CX services include: 

  • A global presence with 40+ contact centers across 10 countries. 
  • A CX private cloud that maximizes performance and scales rapidly across multiple geographies on short notice. 
  • A partnership approach where we deploy agents and C-level executives to help maximize your ROI. 
  • The perfect blend of intelligent automation for scale and performance coupled with an irresistible culture comprised of people who love to delight your customers. 
  • Virtual and hybrid customer support options to connect with customers seamlessly, when and where they want. 
  • The ability to launch a customer support program quickly, even when you need thousands of agents ready to support your customers. 
  • A best-in-class workforce management team and supporting technology to create a centralized organization that can better serve your entire business. 

iQor helps brands deliver the world’s most sought-after customer experiences. Interested in learning more about the iQor difference? If you’re ready to start a conversation with a customer experience expert, contact us to learn about how we can help you create more smiles. Optimize the customer experience through human-centric interaction with agents.

John O’Malley is SVP, Chief Information Security Officer at iQor. Connect with John on LinkedIn.