ISPL Support services would adopt a range of data protection procedures to ensure the security and privacy of customer data. Such procedures usually correspond to the current trends of ERP solutions and legislative acts, for example, GDPR, CCPA, etc. Here are some data protection procedures adopted by ISPL:
Data Protection Procedures
Data Encryption:
- Three main practices that involved in preventing unauthorized access to the data by encrypting both while in transit and when stored.
- Implementing the best practice security protocols (e. g. TLS for data in transit and AES-256 for data at rest).
Access Control:
- Enforcing identity-based security measures such as RBAC that restricts data access to only the right persons.
- Explaining the method of adding additional layers of security such as Multi-Factor Authentication.
Data Anonymization and Pseudonymization:
- Using blocking or coding of the data subjects’ identity information to ensure that their identity cannot be easily ascertained by data controllers while the data is being processed.
- Ensuring that anonymized data cannot be traced back to specific individuals.
Regular Audits and Monitoring:
- To regularly assess the organization’s security risks and strengths by performing security audits and vulnerability assessments.
- Scanning through the systems and the networks always for any signs of unusual activities or some breach.
Data Minimization:
- Describing the need to collect only the minimal amount of data required for particular manifestations.
- Periodically overwriting information that is not required from time to time.
Incident Response Plan:
- Developing an effective and detailed incident response strategy that can help prevent and solve data violation issues as soon as possible.
- Simulations and drills are another option to guarantee the preparedness of employees.
Employee Training and Awareness:
- Regular training conducted to the ISPL employees to know the data protection polices, standard operating procedures and other legal measures to follow.
- Informing people about such threats as phishing, social engineering, and others that are frequently being used by criminals.
Vendor and Third-Party Management:
- A vital element of organization’s data protection strategy is to evaluate the data protection practice of third-party vendors and partners.
- Outsourcing contracts with data protection requirements and conducting compliance checks at least once annually.
Data Subject Rights:
- Developing procedures to fulfil data subject’s rights including the right to obtain, receive, erase and limit the processing of the personal data.
- Ensuring satisfactory ways of providing information for the data subjects and exercising their rights.
Data Backup and Recovery:
- Daily data backup to avoid loss in the instance of a system shutdown or hacking attack.
- Verifying of the backup and recovery systems to see if data can be restored in case it is needed.
Policy and Documentation:
- Consistently up to date management of Policies and Procedures related to the data protection & data retention obligations.
- Maintaining the current and future policies on regulations and offering the best solutions for the field.
Legal and Regulatory Compliance:
- Employing measures to ensure that the firm is always up to date with regards to applicable laws and regulations regarding data protection.
- Making sure that all the processing activities meet the legal requirements and getting the necessary approvals.
Specific Measures followed by ISPL
Secure Call Recording:
- For instance, the recording of calls will be done to ensure that any move made by a particular party does not infringe on other’s right to privacy, for instance implementing secure way of recording the calls while at the same time, any sensitive information that was revealed during the call should be masked or redacted.
- Storing the call recordings and ensuring that only certain personnel are allowed to access those recordings.
Data Redaction and Masking:
- Regularly masking out the credit card and the social security numbers that are discussed during calls and meetings.
- Blurring out pertinent fields within the client databases.
Screen Privacy Filters:
- Covering individual desks with screens that can only be viewed from one side in order to protect the customer details displayed on agents’ screens.
- Current research on physical security and call centre environment.
Secure Data Handling:
- Implementing proper measures in handling printed papers and the proper disposal of such documents.
- Sharing of data with the other colleagues, stakeholders or even with third parties while adopting secure means of sharing files.
Quality Monitoring and Assurance:
- Period effective communication call and interaction checks for compliance to the data protection policies.
- A schedule to check forms and alerts for possible breaches or non-adherence to the policy.
Thus, incorporating these measures of data protection, ISPL Support Services ensures the protection of the customer data from unauthorized access, maintain their correctness and accessibility so that the customer can confidently provide their information to ISPL without violating any regulatory policies.
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