Call centers are urged to adopt cybersecurity measures to stay competitive in the wake of a findings of a study of the sector’s vulnerability.
As early as 2022, warnings have been raised about existing gaps in cybersecurity capacity in the Philippines, according to the Contact Center Association of the Philippines (CCAP).
CCAP said in a statement a report in the same year by the United States Agency for International
Development revealed 75 percent of the business process outsourcing (BPO) segment could be at risk if cyberattacks and cyber fraud would not be properly addressed and prevented.
The study also highlighted the shortage of cybersecurity professionals in the country.
“CCAP encourages BPO companies to prioritize cybersecurity as a core component of their operational strategies so they could contribute further to a more secure and resilient industry,” said CCAP president Mickey Ocampo.
“Continuous engagement and investment in innovative security technologies are critical for maintaining global competitiveness and trust,” he added.
CCAP has implemented a system that its members could use to reference online fraud-related issues. The system has been fully reviewed by the National Privacy Commission and approved for use subject to policies and guidelines on the use of the system.
“CCAP has always been taking the proactive approach because we understand that security breaches can significantly and abruptly disrupt services and operations, which may lead to financial losses, damaged reputations, and undermined client trust,” said Ocampo.
In August, the Department of Information and Communications Technology made public the national strategies for National Cyber Security Plan 2023-2028. Those include the establishment of a national network of Computer Emergency Response Teams and a National Cybersecurity Intelligence Fusion Center that would oversee all sectors. There would also be an ICT Academy with a Cybersecurity Center of Excellence to bolster capabilities of cybersecurity professionals in the country.
CCAP is gathering top executives and managers from business continuity planning (BCP), security, IT, compliance, and risk management departments of member companies for the Digital Trust Summit on September 16 at The Westin Manila in Mandaluyong City. The conference is aimed at equipping attendees with the tools and knowledge to navigate trust and risk in the digital age.
