CCAP implements system to reference reported cybercrimes and fraud in the BPO sector
The Contact Center Association of the Philippines (CCAP) is reiterating its position that the country’s information technology and business process management (IT-BPM) industry should collectively formulate solutions to strengthen cybersecurity among subsectors and business process outsourcing (BPO) firms.
“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. Ocampo also noted that digital trust is pivotal in the Contact Center and Business Process sector. “We must earn clients’ trust and assure them that their sensitive information is always handled with utmost integrity and security.”
“To build and maintain trust, BPO firms must demonstrate transparency, accountability, and reliability in their cybersecurity practices. 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,” Ocampo further explained.
Risks in cybersecurity gapsAs early as 2022, there have been warnings about existing gaps in cybersecurity capacity in the Philippines. A report in the same year by the United States Agency for International
Development (USAID) alerted the IT-BPM industry that up to 75 percent of the 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.
In August, the Department of Information and Communications Technology (DICT) made public the national strategies for National Cyber Security Plan (NCSP) 2023-2028. Those include the establishment of a national network of Computer Emergency Response Teams (CERTs) 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’s cybersecurity reference system
For its part, CCAP has already 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.
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, 2024 at The Westin Manila in Mandaluyong City. The daylong conference is aimed at equipping attendees with the tools and knowledge to navigate trust and risk in the digital age.
To register for the Digital Trust Conference 2024, pls. log onto: https://bit.ly/CCAPDigitalTrust2024.
