Business process outsourcing (BPO) is a strategy where specific business functions or processes are transferred to a third-party service provider, reducing costs and increasing efficiency. However, BPO faces challenges and risks, particularly in terms of data security and cyberattacks. Companies handling sensitive data from clients become attractive targets for hackers, who may exploit vulnerabilities and compromise their systems. Data breaches can have serious consequences and impact the reputation, trust, and profitability of BPO companies and their clients.
Cybersecurity is a crucial challenge for the BPO industry, and this blog aims to discuss the significance and urgency of cybersecurity and suggest best practices and solutions for enhancing data security and preventing cyberattacks.
Cybersecurity: The BPO Industry's Biggest Challenge
Cybersecurity is the practice of preventing unauthorized access, use, or damage to systems, networks, and data. It is critical for any business that relies on digital technologies and information, but especially so for the BPO industry, which handles large amounts of sensitive client data.
In terms of data security, the BPO industry faces several challenges and risks, including:
Technological Advancement
As technology advances, so do the complexities of data security. BPO firms must stay current on the latest developments and innovations, such as artificial intelligence, machine learning, and robotic process automation. These technologies have the potential to improve BPO companies' efficiency and quality while also introducing new vulnerabilities and threats. To infiltrate or interfere with the systems and networks of BPO companies, hackers, for instance, may use sophisticated techniques like phishing, malware, ransomware, or denial-of-service attacks.
Related: Read our blog on cybersecurity in the digital age, where we discuss in detail what digital threats businesses face and best practices to overcome them.
Innovations
Innovations like cloud computing, digital transformation, and the Internet of Things (IoT) have the potential to provide numerous benefits to BPO companies and their clients, including scalability, flexibility, and connectivity. They can, however, also introduce new challenges and risks to data security. Cloud-based platforms and services, for example, may require BPO firms to share or store data on third-party servers that may lack adequate security measures or compliance standards. Similarly, IoT devices, if connected to unsecured networks or devices, increase the exposure and attack surface of BPO companies and their clients.
Work from Home
The COVID-19 pandemic has accelerated the trend toward remote work for many businesses, including BPO firms. Remote work can provide numerous benefits to BPO companies and their employees, including cost savings, increased productivity, and increased employee satisfaction. On the other hand, it can introduce new challenges and risks to data security. Remote workers, for example, may use personal devices or networks that are not properly secured or monitored. They may also be subjected to distractions or interruptions, which could impair their attention or performance. Furthermore, remote work may reduce BPO companies' visibility and control over their employees' activities and behaviors. All these risks call for robust cybersecurity measures at BPO firms.
Education in Cybersecurity
Employee awareness and skills are important factors that influence the level of cybersecurity in the BPO industry. Employees are frequently the first line of defense against cyberattacks, but they can also be the weakest link if they are not properly educated and trained on cybersecurity best practices. According to a Kaspersky Lab report, 52% of businesses admit that their biggest weakness in IT security is employees. Employees may deliberately or unintentionally expose or compromise data by clicking on malicious links or attachments, using weak passwords or sharing them with others, accessing unauthorized websites or applications, or disclosing confidential information to unauthorized parties.
Social Media Safety
Employees' use of social media is another factor that influences the level of cybersecurity in the BPO industry. It's an effective tool for employee and client communication and collaboration. However, social media can also pose a threat to data security. Employees may inadvertently or intentionally share sensitive or proprietary information on social media platforms, which hackers or competitors may gain access to. They could become the target of social engineering attacks, in which they are duped into disclosing personal or professional information that can be used to access or compromise their accounts or systems.
System Upgrades that are not completed on time
The frequency and quality of system upgrades are another factor that influences the level of cybersecurity in the BPO industry. The updates ensure that the overall infrastructure and networks run smoothly and securely. System upgrades, on the other hand, can be costly and time-consuming for BPO firms. Hence, some companies may postpone or ignore system upgrades due to budget constraints or operational pressures. This can lead to outdated or vulnerable systems that hackers can easily exploit.
The Way Forward: Regulatory Change and Stricter Compliance
The regulatory environment and compliance standards are another factor influencing the level of cybersecurity in the BPO industry. The BPO industry operates in a complex and dynamic regulatory environment that varies by country and industry sector. BPO firms must follow various laws and regulations governing data protection, privacy, security, and quality. Because of technological advancements or social demands, these laws and regulations may change frequently. In the European Union, for example, the General Data Protection Regulation (GDPR) has established strict rules and penalties for data processing and handling. To avoid legal liabilities or reputational damage, BPO companies must stay current on these laws and regulations.
The aforementioned challenges and risks demonstrate why cybersecurity is one of the most pressing issues confronting the BPO industry. Cyberattacks can have serious ramifications for the reputation, trust, and profitability of BPO firms and their clients. According to an IBM Security report, the average cost of a data breach in 2020 was $3.86 million, with a 280-day average time to detect and contain the breach. Furthermore, data breaches can have an impact on BPO companies' and their clients' customer satisfaction and loyalty. According to a PwC survey, 85% of consumers will avoid doing business with a company if they are concerned about its security practices.
As a result, cybersecurity is not only a technical issue for the BPO industry but also a strategic and competitive one. BPO firms must prioritize and invest in cybersecurity as a core competency and value proposition for their clients. The following section will go over some of the best practices and solutions for improving cybersecurity in the BPO industry.
Enhancing Cybersecurity in the BPO Industry
Training Employees on Cybersecurity Awareness and Skills
One of the most important and cost-effective ways to enhance cybersecurity in the BPO industry is to educate and train employees. Staff are often the first line of defense against cyberattacks, but they can also be the weakest link if they are not properly informed or prepared. Therefore, BPO companies need to provide regular and comprehensive cybersecurity training programs for their employees that cover topics such as:
- The value and significance of cybersecurity for the BPO industry and its clients
- The most common types and sources of cyberattacks and how to detect and avoid them
- The best data protection, privacy, and security practices and policies
- Employee roles and responsibilities in ensuring cybersecurity
- The procedures and channels for reporting cybersecurity incidents or issues
As a good practice, BPO firms should monitor and evaluate the effectiveness and impact of their cybersecurity training programs. It's also convenient to provide feedback and incentives to employees in order to improve their cybersecurity performance and behavior.
Putting in place robust and up-to-date security systems and tools
Another way to improve cybersecurity in the BPO industry is to implement robust and up-to-date security systems and tools. The security systems and tools implemented should be able to:
- Detect and prevent unauthorized data or system access, use, or damage.
- Encrypt and back up data to ensure its confidentiality, integrity, and availability.
- Monitor and analyze system and network security and performance.
- Alert and address security incidents or issues in a timely and effective manner.
Using Cloud-based and Secure Platforms and Services
Adopting cloud-based and encrypted platforms and services is another way BPO providers improve their cybersecurity efforts. Cloud-based platforms and services can help BPO firms do the following:
- Access data at any time, regardless of location or device type.
- Reduce the costs and risks associated with the upkeep of physical servers or hardware.
- Make use of the expertise and resources of cloud service providers with advanced security and compliance standards.
However, cloud-based platforms and services pose some data security challenges and risks, such as:
- Data sharing or storage on third-party servers that may lack adequate security or compliance standards.
- Control or visibility over data or systems managed by cloud service providers is lost.
- Dealing with legal or regulatory issues as a result of different jurisdictions or laws governing data protection, privacy, or security.
As a result, BPO firms must carefully select their cloud service providers based on their security capabilities, reputation, certifications, contracts, SLAs, and other factors. To ensure data confidentiality, BPO firms must encrypt their data before transferring or storing it on cloud servers.
Auditing and assessing security regularly
An additional method to enhance cybersecurity in the BPO sector is to conduct routine audits and assessments of security performance and compliance. Audits and assessments can assist BPO firms in:
- Identifying the security systems, processes, and policies' strengths, weaknesses, opportunities, and threats (SWOT)
- Assessing the efficacy, efficiency, and quality (EEQ) of their security systems, processes, and policies.
- Comparing their security performance to industry norms or best practices.
- Checking compliance with applicable laws or regulations governing data protection, privacy, and security.
BPO firms can conduct internal or external audits or assessments using a variety of methods or tools. These include:
- Checklists or self-assessment questionnaires (SAQs)
- Employee or client interviews or surveys
- System or network penetration testing or vulnerability scanning
- Independent third-party security audits or certifications
BPO firms must also implement corrective actions or improvement plans in response to the findings or recommendations of their assessments.
Collaborating with clients and partners
Working with clients and partners to establish clear data security expectations results in improved cybersecurity. Both parties should communicate openly and transparently about their data security requirements, objectives, expectations, and responsibilities. Their communication efforts should:
- Define the scope, nature, and purpose of data handling and processing.
- Determine the data type, format, and volume to be exchanged or shared.
- Set up the security standards, measures, and policies that will be used.
- Assign each party's roles, tasks, and accountability.
- Create mechanisms for data security reporting, monitoring, and evaluation.
- Negotiate data security terms, conditions, and clauses in contracts or SLAs.
BPO firms must also work with their partners, such as cloud service providers or subcontractors, to ensure data security.
BPO companies should perform background checks regarding their security capabilities, reputation, certifications, etc. They must monitor and supervise their partners' security performance and compliance and respond to any security incidents or issues that may arise. By collaborating on data security with clients and partners, BPO firms can build trust and confidence and increase customer satisfaction.
Conclusion
Cybersecurity is a critical challenge for the BPO industry, as it impacts reputation, trust, and profitability. BPO companies handle sensitive data from clients, making them attractive targets for cyberattacks. To protect their clients, BPO companies must prioritize cybersecurity as a core competency and value proposition. A proactive approach should include educating employees on cybersecurity awareness, implementing updated security systems, adopting cloud-based and encrypted platforms, conducting regular audits, and collaborating with clients and partners. By following these best practices, BPO companies can improve cybersecurity performance, gain a competitive edge, and increase customer satisfaction and loyalty. Cybersecurity is not only a technical issue but also a strategic and competitive issue for the BPO industry in the digital age. Therefore, BPO companies must act now to enhance their cybersecurity and ensure the digital safety of their clients.
About us
For over 15 years now, Flat Rock Technology has successfully delivered projects for international clients. We prioritize cybersecurity and partner satisfaction. If you're looking for a trusted partner to maximize your business success and improve cybersecurity quality, contact us today!
Related: Read our blog on the cybersecurity in the digital era.
