Do BPO Security Professionals Require More Training?

Security Professionals employed by the different industries need to be knowledgeable about the nature of the business they're protecting. For this specific topic, we will discuss the BPO Industry.

BPOs or Call Centers are sprouting like mushrooms all over the world and this business requires stringent security measures in place since they handle a lot of customer information.

The dynamics of Security in the BPO industry are different and BPO Security Professionals need to be aware of these differences in order to effectively perform his/her function.

When you're a security professional in the banking sector, the objective is largely focused on keeping undesirable elements out. You are mostly concerned about Physical Security. The bank that you work for dictates the security protocols that needs to be implemented and the clients are required to follow these protocols. Of course, you are also concerned about employees taking money out of the bank - but mostly, you are protecting the bank from outsiders.

What makes the BPO industry different?

• You need to secure the premises, secure the employees, secure the company from the employees by implementing policies, protect the employees from each other, secure client and company information, secure assets and on top of all that, you also have to keep everything and everyone safe from harm. That, is not a small task.
• There's a huge headcount and people are going in and out of the site. You need to manage their access to the premises without hindering productivity and without compromising the site's security.
• The age group and the headcount per site as compared to other industries makes Safety a primary concern.
• 24/7 Operations across multiple sites.
• Clients can impose different security protocols for their specific accounts, on top of the existing company policies.
• BPO Security is a combination of different security aspects which includes Access Control and CCTV Management. This is on top of Guard Force Management and Physical Security.
• It is highly focused on Customer Service.

BPO security professionals need training not just on Physical Security but also on Emergency Response Protocols and Information Security. This will enable them to align their physical security protocols to coincide with information security protocols usually handled by the Information Technology teams. This coordination helps make the company's overall security system more robust.

Information security is a major concern of BPOs. While this does not fall under physical security directly, it is becoming a big part of physical security implementations. 

Do BPO Security Professionals need to be techies?

It would be an advantage if they at least understand the network and the latest technologies that can improve their CCTV and Access Control Systems. Awareness of the latest techniques being used to commit internet and credit card frauds will also help. Reading technology websites and keeping abreast of the latest news on internet frauds can go a long way to improving knowledge in these areas.

Another thing... BPO Security Professionals nowadays should be able to comfortably converse with clients and management. They are required to attend audits and discuss the site's security system. Being able to effectively communicate the different security systems and protocols will assure clients and have a positive effect on the business. Learning customer service skills and knowing how to deal with company politics is an essential part of the daily operations.

Times are changing and we all need to evolve with it and keep our skills and know-hows constantly updated, especially if you're a Security Professional in the BPO Industry.