Explanation: Network separation ensures that sensitive client data in the call center is isolated from broader corporate networks, reducing the risk of unauthorized access or data breaches.

Risks of Incorrect Answer: Increased exposure of sensitive client data to network attacks.

Non-compliance with data protection regulations requiring segregation.

Vulnerability to lateral movement by attackers.

Applicable Frameworks: NIST CSF (PR.AC-5): Ensures access control by segregating networks.

ISO 27001 (A.13.1.1): Requires network security controls.

PCI DSS (Requirement 1.2): Requires segmentation of networks handling cardholder data

Explanation: Logical and physical separation minimizes unauthorized access and protects client data. Logical controls include VLANs and firewalls, while physical controls include restricted access areas.

Risks of Incorrect Answer: Unauthorized personnel accessing sensitive systems or data.

Breaches stemming from insufficient controls over access points.

Applicable Frameworks: ISO 27001 (A.11.1.1): Physical access controls.

HIPAA (164.310(a)): Safeguards for physical access.

NIST CSF (PR.AC-4): Logical access control implementation.

Explanation: Strong controls, such as disabling USB ports, implementing policies against mobile phones in work areas, and monitoring access logs, prevent data exfiltration.

Risks of Incorrect Answer: Loss or theft of sensitive customer data.

Potential regulatory violations and reputational harm.

Applicable Frameworks: NIST CSF (PR.DS-5): Protecting data in transit and at endpoints.

GDPR (Article 32): Ensures safeguards to prevent unauthorized data access.

PCI DSS (Requirement 12.3): Restricts unauthorized physical or logical access.

Explanation: Understanding the format of call recordings is critical for determining security requirements, such as encryption and storage access controls.

Risks of Incorrect Answer: Loss of unencrypted or poorly secured recordings.

Compliance failures with data storage and retention standards.

Applicable Frameworks: PCI DSS (Requirement 3.4): Encryption of sensitive data.

NIST CSF (PR.DS-1): Protecting stored data.

ISO 27001 (A.12.4.1): Logging and monitoring requirements.

Explanation: Proper storage, encryption, and access controls for recordings protect sensitive information and ensure compliance with data privacy standards.

Risks of Incorrect Answer: Breaches exposing sensitive conversations.

Loss of client trust due to non-compliance with security requirements.

Applicable Frameworks: NIST CSF (PR.DS-1): Encrypting stored recordings.

GDPR (Article 32): Data protection and access control measures.

HIPAA (164.310(d)(2)(iv)): Data storage security

Explanation: Quality assurance ensures compliance with service and data handling policies. It also helps identify potential security or operational issues.

Risks of Incorrect Answer: Lack of oversight may lead to poor data handling practices.

Undetected issues could result in regulatory fines or breaches.

Applicable Frameworks: ISO 27001 (A.12.7.1): Monitoring and quality assurance.

NIST CSF (DE.DP-5): Continuous monitoring and auditing.

Explanation: Retention and disposal policies ensure that call recordings are stored only as long as necessary and securely destroyed when no longer needed.

Risks of Incorrect Answer: Over-retention increases the attack surface for data breaches.

Non-compliance with data retention laws can result in penalties.

Applicable Frameworks: NIST CSF (PR.IP-6): Retention and disposal policies.

GDPR (Article 5.1(e)): Data minimization and retention principles.

HIPAA (164.310(d)(2)(i)): Disposal of sensitive data.

Explanation: Restricting access reduces the risk of malware infections or accidental data leaks from unsecured browsing.

Risks of Incorrect Answer: Exposure of client data to phishing attacks or malware.

Breaches through compromised employee devices.

Applicable Frameworks: NIST CSF (PR.PT-4): Safeguards against unauthorized software and usage.

ISO 27001 (A.12.6.2): Restrictions on software and browsing.

Explanation: Monitoring access to sensitive financial data ensures compliance with PCI DSS and other financial data security standards.

Risks of Incorrect Answer: Mishandling of sensitive billing information could lead to fraud or breaches.

Violations of PCI DSS requirements result in fines and loss of payment processing privileges.

Applicable Frameworks: PCI DSS (Requirement 3): Secure storage and handling of cardholder data.

NIST CSF (PR.AC-4): Role-based access control for sensitive data.

GDPR (Article 5.1(f)): Safeguarding personal data.