Security Measures Start With People: Beyond Certifications and Te
14_03_Security and People

Data and security breaches are one of the biggest threats to companies today. Teleperformance’s research in 2016 revealed that over 70 percent of defrauded customers will churn or reduce their wallet share in a company if their data is subject to theft or fraud. Technology has created many tools for preventing and monitoring sensitive data, but it has also created many more entryways and risk for fraud.

Companies that take the steps to adopt protective technologies and obtain all of the security certificates are taking the right first steps, but at Teleperformance, we believe that security breaches can only be stopped with a deeper investment in proactive prevention, detection, mitigation, and more than anything, people training.

Ninety percent of fraud incidents have at least one touch point in the contact center. This is usually due to the fact that large numbers of agents, and steady streams of new hires, have access to sensitive information like credit card numbers, bank account numbers, and social security numbers. For that reason, we have established well-defined security processes, security management methodologies, and stringent security policies that we enforce among a highly trained staff that is invested in keeping data secure. In addition, Teleperformance also takes extreme measures to make sure that security is highly prioritized in all our processes and solutions. The first step is always conducting an in-depth security assessment right at the start of all programs in order to map security breaches.

None of the certifications, technology, or methodologies would be effective if we were unable to build a culture of data security, equipped with tools for reporting and tracking. All Teleperformance team members must pass our Security training course that covers our policies that we have in place for data and fraud breaches related to how office spaces must be organized, infrastructure hardening, how to be responsible in accessing sensitive information, and using the employee hotline to report suspicious activity. We also work hard to maintain clear communication of this data security mission through internal security campaigns, through which we are constantly handing out flyers and reminders, hanging posters, and setting up screen savers as reinforcement.

Our Global Security Playbook includes a fully illustrated security guideline and a best-in-class virtual tour video for all new hires. We have created a C-level Global Security Council that discusses, tracks, and evaluates global security policies and procedures and evaluate threats reported by our internal Incidence Response team. The council tracks both internal threats and global cross vertical cyber threats to ensure that Teleperformance reacts as proactively as possible to any threat that the company or our clients may face. The council also approves all changes to security policies and helps Teleperformance keep up with the latest best practices in the industry.

To ensure that our clients are included in the effort to prevent security breaches, our Transparent Security Partnership sets up security committees with them to share best practices, discuss identified security breaches, and match our policies and procedures with those of our clients. As members of the United States’ government’s Cyber Security Task Force and IAPP (International Association of Privacy Professionals), we contribute to global efforts to track and monitor global cyber security threats.

Of course, we are equipped with innovative technology that allows us to prevent, mitigate, and track the use of sensitive information, and are the most globally certified company in the world when it comes to data fraud and security certifications. But we have learned that preventing fraud depends on much more than that: well-defined security process and methodologies, people training and a commitment to establishing clear communication, and a security culture, as well as committees and councils that permit the exchange of best practices, trends, and possible threats. Success also depends on the commitment from all levels of an organization, so our Global CEO and Executive Chairman are intimately involved in our security processes.

To learn more about how we can help you implement the right security strategy, contact us today.


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