Call Center Hosting Security & Compliance 2

Question 1

What does SOC 2 compliance indicate about a CCaaS vendor?

Accepted Answer

The vendor has been audited for security, availability, processing integrity, confidentiality, and/or privacy controls

Answer

SOC 2 is an auditing framework that validates a service provider's controls around security, availability, and data handling.

Question 2

What is 'multi-factor authentication' (MFA) and why is it important for call center agent logins?

Accepted Answer

Requiring two or more verification methods to log in, preventing unauthorized access even if a password is stolen

Answer

MFA requires agents to verify identity through a second factor (like a mobile code) in addition to a password, significantly reducing unauthorized access risk.

Question 3

What is the principle of 'least privilege' in call center system access management?

Accepted Answer

Granting users only the minimum access rights needed to perform their job functions

Answer

Least privilege limits each user's access to only what's necessary for their role, minimizing the impact of insider threats or compromised accounts.

Question 4

Under TCPA regulations, what must outbound call centers obtain before calling consumers using an ATDS?

Accepted Answer

Prior express written consent from the consumer

Answer

The TCPA requires prior express written consent before placing calls using an Automated Telephone Dialing System (ATDS) to cell phones.

Question 5

What is the purpose of call center 'audit logs'?

Accepted Answer

Maintaining a tamper-evident record of system access and user actions for compliance and forensics

Answer

Audit logs record who did what and when in the system, providing an evidence trail for compliance audits, investigations, and security reviews.

Call Center Hosting Practice Test

Call Center Hosting Practice Test

Call Center Hosting Security & Compliance 2