Call centers seek to address cybersecurity gaps

MANILA, Philippines — The Contact Center Association of the Philippines is pushing to create collective solutions to address cybersecurity threats facing information technology and business process management (IT-BPM) firms.

“CCAP encourages BPO (business process outsourcing) companies to prioritize cybersecurity as a core component of their operational strategies so they could contribute further to a more secure and resilient industry,” CCAP president Mickey Ocampo said.

He said continued engagement and investment in innovative security technologies are necessary to maintain the Philippine IT-BPM’s global competitiveness and trust.

“We must earn clients’ trust and assure them that their sensitive information is always handled with utmost integrity and security,” he said.

As early as 2022, the CCAP said there had been warnings about the country’s cybersecurity capacity gaps.

Citing a report from the US Agency for International Development, CCAP said up to 75 percent of the BPO segment could be at risk if cyberattacks and cyber fraud are not adequately addressed and prevented.

The study also underscored the country’s need for cybersecurity professionals.

Ocampo said BPO firms must show transparency, accountability and reliability in their cybersecurity practices to build and maintain trust.

“We must also demonstrate our strong commitment to digital trust to establish our sector as leaders in the IT-BPM industry and to cement our competitive advantage in the global market,” he said.

For its part, the CCAP has a system to guide members in addressing online fraud-related issues.

“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,” Ocampo said.

In line with its push for collective solutions to address cybersecurity risks, CCAP is set to hold the Digital Trust Summit on Sept.16 at The Westin Manila in Mandaluyong City.

The event will gather top executives and managers from member companies’ business continuity planning, security, IT, compliance, and risk management departments. It will provide the necessary tools and knowledge to navigate trust and risk in the digital age.