Contact Centers at Huge Risk of Data Loss
Noble Systems, a provider of unified contact center technology solutions, today released results of a survey of North American contact centers that found more than 20 percent of participating firms would lose all of their customer data and proprietary information in the event of a natural or accidental catastrophe that compromised the physical infrastructure of their facility.
"Business continuity is an ever-present concern inside the contact center, especially with the growing adoption of data-driven technology solutions," said James Noble, president and CEO of Noble Systems.
According to the Open Security Foundation, more than 112 million individual records containing personally-identifying information have been lost so far in 2011. Moreover, the National Archives and Records Administration reports that more than 90 percent of companies that lost their data center for 10 days or more due to a disaster filed for bankruptcy within one year of the disaster.
Conducted in the first quarter of 2011, the survey sought input from contact center managers about their businesses. The survey received responses from more than 400 companies from locations across North America that service a variety of sectors including collections, travel, health care, and more.