SOC 2 Call Center Compliance

Some of the world’s most high-profile companies have been victims of data breaches. We’re talking about businesses that pour countless dollars into their cybersecurity efforts. Unfortunately, if it can happen to them, it could certainly happen to your call center, too. So what are you doing to protect your company?

One of the most important ways to avoid vulnerabilities is by following security operations center best practices. SOC cybersecurity ensures that your call center data stays confidential, increasing trust with your customers and improving your company’s reputation.

What Does it Mean to Be SOC 2-Compliant?

SOC is an acronym for “system and organization controls,” which is a type of report provided by a CPA firm. Though there are SOC 1, SOC 2, and SOC 3 reports, most SOC call centers should be primarily concerned with SOC 2 compliance.

To be SOC 2-compliant, your call center must follow a certain set of security standards regarding sensitive customer data. The standards dictate how to make the data secure, confidential, private, and limited in availability. A certified CPA firm will need to conduct an audit in order to declare your call center officially SOC 2-compliant.

Benefits of SOC 2 Compliance

So why should your call center care about SOC 2 compliance? First and foremost, having a SOC 2-compliant call center will increase customer satisfaction and build loyalty. Today’s customers are very concerned with data privacy, making SOC 2 compliance a must for any company that wants to remain competitive.

Additionally, SOC 2 compliance will help your company avoid expensive fines for non-compliance, as well as avoid the risk of data breaches that could ultimately destroy your reputation—and your business.

SOC 2 Call Center Compliance Checklist

All SOC 2 reports cover five areas, known as trust services criteria (TSC). By measuring your call center against these five categories, you’ll be well on your way to SOC 2 compliance.

  • Security: Are all systems securely protected using firewalls? Do all agents have their own unique login with restricted access?
  • Availability: How much access do customers have to data? Do services meet customer needs?
  • Processing Integrity: Is your system reliable for client use? Are transactions handled on time and in a complete fashion?
  • Confidentiality: Is data encrypted? Do clients have access to any classified data? Do you store audit trails?
  • Privacy: Do clients and consumers have choices about which data is kept private?

SOC 2 Compliance FAQs

Still have questions about SOC 2 compliance? Here are some of the most commonly asked questions and answers.

Bear in mind that SOC in cybersecurity and SOC in auditing have different meanings. Discussing compliance issues touches on both topics. The auditing form should be followed by a number (usually SOC 2), which helps to keep things clear.

What Does SOC Stand for in Security?

SOC stands for security operation center, a team responsible for monitoring data security and working to prevent and respond to data breaches.

What Is a SOC Team?

A SOC team is responsible for making sure all security incidents are tracked, recorded, and analyzed. Once an analysis has taken place, the SOC team makes sure this type of incident is avoided in the future.

What Is the SOC Process?

Implementing a security operation center (SOC) requires a team responsible for monitoring the security of data, then responding to security incidents and avoiding those breaches in the future.

How Do I Set Up SOC?

Building a security operation center requires developing a strategy, designing a SOC solution, training a SOC team, setting up the center, and problem-solving on a daily basis.

What Is a SOC 1 and SOC 2?

SOC 1 and SOC 2 are two types of auditing reports. A SOC 1 report is related to the design and operation of the company, describing the internal controls over a certain period. A SOC 2 report focuses on IT security, based on the categories of security, availability, processing integrity, confidentiality, and privacy.

What Is a SOC 3?

A SOC 3 report is similar to a SOC 2 report, but it can be accessed by any organization. In contrast, a SOC 2 report can only be accessed by the companies that use the call center services.

What Does SOC 2 Stand For?

SOC 2 (sometimes SOC II) stands for system and organization controls 2—a type of auditing report important to any organization collecting sensitive customer data.

Who Needs a SOC 2 Report?

Any organization that stores or processes customer information needs a SOC 2 report to ensure data security.

Who Does SOC 2 Apply To?

SOC 2 reports apply to any business or organization that stores customer data in the cloud, such as SaaS and other technology service companies.

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