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2. Data Integrity - a great responsibility and a growing concern

Ownership of customer information has increasingly become an issue of concern due to theft of confidential customer and company data. Hackers are working to get their hands on company's informational assets. Data theft is a real threat to the core of a company's
business. Understanding the value of data, assessing the threats to it, and then ensuring its protection, makes good business sense. In developing a data protection strategy, companies need to examine the "Four C's" - Continuity, Compliance, Confidentiality and Cost. Any solution must address these issues to be practical and effective. BPO organizations must secure their IT infrastructure and networks. Just as corporations employ auditors to routinely examine financial records, so should BPO Service Providers audit security policy.

3. Information Challenges

With increased pressure to remain competitive and cut costs while providing premium customer service, companies are expecting more every day from their call center operations. Agents often find themselves in the middle of content overload: product information, marketing promotions, support documents, procedures and reporting, customer data, and more. Some of the key information challenges faced by BPO-ITES industry are: -

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* Contributed by -
Sameer Nagi & Harsha Rajan Israni,
Management Development Institute,
Gurgaon.