Click theicons to ﬁnd out the potential data risk areas lurking in your medical center.
The data security epidemic
in healthcare call & contact centers.
Any one of these people, processes and technologies in your contact center environment can put sensitive personally identifiable information (PII) at risk.
Home, remote or outsourced agents may be a risk,
often with unprecedented access to PII and less oversight from management.
An agent or patient care representative may copy down callers' information,
such as payment card numbers, for fraudulent use.
A Sycurio survey found 72% of agents who collected payment data or other PII over the phone still require customers to read their information aloud - exposing sensitive data to the agent, call recordings, and even nearby eavesdroppers.
CCTV camera / closed circuit television
CCTV / security cameras may pose a risk if they accidentally record
sensitive data that appears on employee’s computer screens.
Cleaners and HVAC technicians
Even an unassuming third party, like a cleaning crew member or HVAC technician, can put data at risk
by discreetly installing a data-stealing USB drive or keylogger on computers.
One in five healthcare provider employees admit they would be willing to sell confidential patient data – a truly shocking statistic.
Quality assurance (QA) professionals reviewing call recordings
may be tempted to write down any captured PII.
Front desk/reception area
Even the most trustworthy employee or agent can accidentally unleash a malicious virus
that spreads across the entire organization’s network, stealing data along the way.
Server room / Data center
Servers holding call recordings containing PII may be hacked by not only outsiders, but also insiders, such as rogue IT support personnel.
Today, complete medical records currently sell for as much as $1,000 on the Dark Web.
Devious hackers can tap into Wi-Fi signals, telephone lines,
cellular signals and more to get their hands on sensitive data.