Executive checklist

Regulatory & Legal Compliance

The provider understands and complies with all applicable regulations (e.g., HIPAA, PCI DSS, GDPR, ISO 27001 – this is voluntary, but recommended) A signed Business Associate Agreement (BAA) or Data Processing Agreement (DPA) is available when required. The vendor has a clear process for cross-border data transfers and data residency compliance.

Certifications & Proof of Controls

Holds current certifications such as ISO/IEC 27001, SOC 2 Type II, and PCI DSS (as applicable). Provides third-party audit reports or executive summaries on request. Agrees to periodic security assessments or client-initiated audits.

Data Security & Privacy

All customer data is encrypted at rest and in transit (AES-256 or higher; TLS 1.2+). Sero Trust Architecture Data minimization, tokenization, or masking is used wherever possible. Clear documentation of where customer data is stored, processed, and backed up.

Access & Identity Controls

Agents have access only to the minimum necessary data (role-based access control). Multi-factor authentication (MFA) is enforced for all privileged accounts. Session logging and access auditing are active and reviewed regularly.

Incident Management & Risk Response

The provider has a documented and tested Incident Response Plan (IRP). Breach notification SLAs are specified (e.g., within 24 or 72 hours for GDPR, without non-justified delay for LGPD). Past incidents or security breaches are disclosed and remediation steps documented.

Employee Training & Governance

Employees receive ongoing security and compliance training. Internal compliance teams conduct periodic policy refreshers and spot audits. Remote/hybrid agent environments follow strict device, VPN, and monitoring policies.

Third-Party & Subcontractor Oversight

All subcontractors or sub-processors are disclosed and held to the same standards. Vendor conducts due diligence and risk assessments on its own suppliers. Contracts include flow-down compliance clauses for all third-party vendors.

Technology & Infrastructure

Contact center infrastructure follows secure architecture principles (e.g., network segmentation, endpoint protection). AI tools used for automation and analytics comply with data privacy standards. Secure payment capture processes (pause/resume recording, PCI-compliant IVR) are implemented for card payments.

Monitoring, Reporting & Continuous Improvement

Regular vulnerability scans and penetration tests are performed and reported. Real-time monitoring (SIEM, anomaly detection) is in place. Vendor provides quarterly (or monthly) reports on SLAs, compliance metrics, and incident stats.

Insurance & Liability

Cyber liability insurance is in place, covering potential data breaches or service failures. Contracts define financial responsibility and penalties for non-compliance or breaches.

Executive checklist

Evaluating a Secure & Compliant CX Outsourcing Partner

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