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Written by: Laura Fitzgerald

Head of Brand and Digital Experience

Call centers are generally at a higher risk of security breaches, given the sheer volume of data that they deal with on an everyday basis. Most contact centers operate in heavily regulated industries, ranging from finance to healthcare, and manage sensitive information, including credit card details, social security numbers, sensitive customer information, and more. 

Needless to say, they are frequently targeted by malicious actors. In this post, we will discuss some of the biggest threats facing contact centers in 2024, and how organizations can tackle them. 

The 5 Most Common Contact Center Threats and How to Mitigate Them

Here are the biggest risks facing contact centers in the year, and tips on how they can mitigate these threats. 

1. Voice Deepfake Technology

One of the biggest threats facing contact centers in 2024 is the use of voice deepfake technology. With advancements in AI and machine learning, creating realistic synthetic voices has become increasingly easier. 

Attackers use these deepfake voices to impersonate customers or authority figures in social engineering attacks. 

This threat is particularly insidious as it directly challenges traditional voice authentication methods, making it harder to distinguish between genuine customers and fraudsters.

Using an advanced deepfake detection tool like Pindrop gives contact centers a competitive edge, allowing them to easily identify modified voices and protect themselves against emerging threats. 

2. Distributed Denial of Service (DDoS) Attacks

Another significant threat is Distributed Denial of Service (DDoS) attacks. Cybercriminals use botnets to flood contact center networks with overwhelming traffic, disrupting services and potentially leading to significant downtime. 

Such attacks not only impact customer service but also provide cover for more sinister activities like data breaches. As contact centers increasingly rely on cloud-based and VoIP (Voice over Internet Protocol) solutions, their vulnerability to DDoS attacks escalates.

One of the most effective ways to reduce the risk of DDoS attacks is to reduce the surface area of the attack. This is possible by using DDoS defense tools and leveraging a distributed content delivery network, instead of storing all your information on one server. 

3. Voice Phishing

Voice phishing, or Vishing, is a serious problem. These attacks remain prevalent, with attackers using sophisticated social engineering techniques to extract sensitive information. Phishing campaigns often target contact center employees with deceptive emails that mimic legitimate sources, while vishing attacks manipulate voice communications to trick employees into divulging confidential data.

Implementing advanced voice authentication methods, such as the passive voice authentication solution that you get with Pindrop Passport, can significantly enhance security. 

These systems use sophisticated algorithms to analyze voice patterns, making it more challenging for attackers to impersonate legitimate users. Additionally, employing AI-driven anomaly detection tools can help identify unusual call patterns or behaviors that might indicate a vishing attempt. 

On the human front, regular and comprehensive training for employees is crucial. This training should focus on recognizing the signs of vishing attacks, such as unexpected requests for sensitive information or pressure to bypass standard procedures.

4. Ransomware

Ransomware also continues to pose a serious threat. Cybercriminals use ransomware to encrypt critical data, rendering systems inoperable and demanding payment for the decryption key. 

These attacks can be catastrophic, leading to data loss, financial damage, and reputational harm. Attack vectors often exploit vulnerabilities in software used by contact centers or through phishing schemes.

Dealing with ransomware threats requires a proactive and layered cybersecurity strategy. Key to this approach is the implementation of robust data backup and recovery plans. 

Regularly backing up critical data and ensuring it is stored in a secure, offsite location can significantly mitigate the damage caused by a ransomware attack. It’s vital to test these backups regularly for integrity and recovery capability. 

Alongside this, deploying advanced anti-malware and antivirus solutions that are regularly updated can prevent ransomware from infecting systems in the first place.

5. Insider Threats

Insider threats continue to be an issue. Disgruntled employees or those with malicious intent can misuse their access to sensitive information, leading to data breaches or sabotage. 

The complexity of these threats is heightened by the increasing trend of remote work, which often results in reduced control and visibility over employee activities.

Insider threats are a bit hard to tackle because you never know which of your employees may decide to go rogue.

Technically, it’s crucial to implement robust access control systems and to practice the principle of least privilege, ensuring employees have access only to the information necessary for their roles. 

Regular audits and monitoring of user activities can help detect unusual access patterns or data movements that might indicate malicious intent. 

Additionally, employing data loss prevention (DLP) tools can prevent sensitive information from being unauthorizedly transferred or shared.

Furthermore, comprehensive background checks during hiring, alongside regular security training, can significantly reduce risks. This training should emphasize the importance of data security and the consequences of policy violations.

The Bottom Line

The nature of security threats facing contact centers is changing. It’s now becoming increasingly important for businesses to adapt and invest in new technologies that can protect them against such threats. 

Using Pindrop’s advanced voice authentication solution can make it easy for businesses to not only streamline operations in the call center but also protect them from such threats. Request a demo today!