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Why Atento?
Services
Industries
Insights
ESG
Careers
Contact Us
Why Atento?
About us
Press Room
Atento around the world
Investors
Unique Value
Spanish Shore
Why Puerto Rico
Better Outsourcing
Virtual Hub
Sales Accelerator
Content Moderation
Services
CX Solutions
Tech Solutions
EX + Smart Operations
Capabilities
CX Consulting
Business Transformation
CX Solutions
Customer Care
B2C Sales
Content Moderation
Back-office automation
Late Collections
View all
Tech Solutions
Advanced Insights
Atento Knowledge
Atento Conversations
Smart Recruiter
Qualistore
Dynamic Automation Platform (DAP)
EX + Smart Operations
EX + Smart operations
Employee Journey
Smart Recruiter
Smart Operations
Capabilities
Artificial Intelligence
Customer Engagement
Analytics
Intelligent Automation
CX Consulting
CX Consulting
Methodology
Industry Experience
Business Transformation
AI Studio
Technology Ecosystem
Innovation Hub
Flexible CX
Multilingual Hubs
Industries
Automotive
Consumer Goods
Finance
Healthcare
High Tech
Insurance
Manufacturing
Media & Entertainment
Mobility & Logistics
Retail & E-commerce
Telecom
Travel & Hospitality
Utilities & Energy
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Executive checklist
Evaluating a Secure & Compliant CX Outsourcing Partner
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.
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Delight your customers with smarter solutions
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Delight your customers with smarter solutions
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Delight your customers with smarter solutions
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Delight your customers with smarter solutions
Request a demo today
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