SOC 2 Compliant Call Center: Why It’s So Important For You and Your Customers

In business today, you need assurances when you’re looking for a contact center partner. While business relationships are important, a handshake or a strong recommendation no longer fit the bill. SOC (Service Organization Controls) 2 is a standard set of systems designed to keep businesses and customers safe while providing peace of mind that protocol is being followed in order to ensure the following:

  • Security
  • Availability
  • Confidentiality
  • Processing Integrity
  • Privacy
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A system includes not only protocols but also compliant infrastructure, software, hiring, training and data management. A SOC 2 compliant data center must be able to prove that they comply in these areas as required by the contracting organization. SOC 2 certification can be obtained from a certified public accountant who works with consultants from each area to ensure the call center meets SOC 2 compliance requirements.

Why Are SOC 2 Compliant Call Centers So Important?

While there are many reasons to partner with a SOC 2 compliant contact center, here are the top three that really make the case.

1. Build and Maintain Customer Trust

According to Opinion lab , 81% of customers distrust retailers when it comes to data privacy. You and your customers need to know that you’re keeping them safe.

2. Avoid Costly Fines

On top of the “perception problem”, fines for non-compliance can reach $5,000 to $100,000. In many industries, like healthcare, regulations are strict and unforgiving. Saying you didn’t know does not exclude your business from paying stiff SOC penalties.

3. More Effectively Manage Risk

Working with a SOC 2 Compliant Contact Center helps a business better identify, prioritize and mitigate risk as an organization. SOC 2 data centers matter to you and your customers.

What Is the Difference SOC 2 Type 1 Vs Type 2

In addition to certification, a SOC 2 call center can sign a SOC 2 Attestation that is like a SOC 2 compliance checklist customized for the client. This document is legally-binding and lays out the systems a contact center has in place to meet organizational needs. The difference between Type I and Type II comes down to the type of SOC 2 report that the contact center provides as part of their SOC 2 Attestation.

As explained by Skoda Minotti, “A Type 1 report provides a report of procedures / controls an organization has put in place as of a point in time. A Type 2 report has an audit period and provides evidence of how an organization operated its controls over a period of time.” When working with a well-established and trusted company, knowing that systems are in place may be enough (Type 1); others need the proof in the form of extensive audits (Type 2).

The acronyms can get confusing and there is some overlap in report names, so let’s take a quick look at how SOC 2 came to be to better understand the differentiations.

A Brief History of the SOC 2 Report

The SOC 2 report’s predecessor was SAS 70 audit or the SSAE 16 compliance report, which a CPA performed to ensure internal controls related to financial reporting. This audit sometimes covered other systems secondarily. Today SAS 70 is SOC 1, and, as global business needs have changed, data security has taken center stage and HIPAA has made availability a major regulatory requirement, this has prompted the creation of a new type of report, SOC 2 (sometimes called SSAE 18 SOC 2).

It’s important to realize that SSAE SOC 2 supersedes SSAE 16 SOC 2. It now requires that a company take more responsibility for their own use of third party vendors and applications.

SSAE 16 was only specific to service organizations while SSAE 18 is for all attestations, including those covered under SSAE 16. Because of this, the language will slowly move away from SOC 1 “SSAE 16”. SSAE 18 will refers to all of it.

Finding a SOC 2 Compliant Partner

Global Response is uniquely positioned to offer your business a SOC 2 Type 2 partnership. We understand the importance of data security, and Global Response is both a SOC 2 Type 2 and PCI DSS compliant call center. These certifications can give you peace of mind that we have the systems in place to protect you and your customers, and we can demonstrate our level of security and commitment to you through SOC Type 2 Attestation and the meeting of each SOC 2 audit standard.

With trusted expertise in many industry verticals, Global Response understands and is prepared to meet your business’ needs. We can design a customized security architecture to meet compliance standards. We can help your business maintain full industry compliance.


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