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How secure is your work at home contact centre strategy?

13th July 2017

My colleague Helen mentioned in her last article the benefits of deploying a work at home strategy for contact centres and customer service. In particular, by allowing advisors to work from home, the brand can access a much deeper pool of talent – the advisors no longer need to live within commuting distance of the contact centre.

But how secure is a group of customer service advisors working from home? With personal customer data flying around from customers to the brand to the home of the advisor, isn’t there an increased risk that data could be lost or stolen? Not if you plan your work at home solution wisely with security as a key component of the strategy.

The aim is to ensure that your remote advisor is handling data from customers in a secure way that matches (at the very minimum) the security offered within the contact centre environment. To achieve this, there are a few key steps that can be taken:

  1. PCI compliance: follow the Payment Card Industry Data Security Standard. This is a framework of best-practice policies that should be followed by any company accepting card payments and provides a good baseline to work from when planning an advisor security strategy.
  2. Encrypt those calls: even commonly used internet calling services such as WhatsApp and Skype offer full encryption from end to end. Ensure that you are doing that same and ensuring that voice calls are encrypted between your advisor and the contact centre – and ultimately between the contact centre and customer.
  3. Lockdown the desktop: your remote advisor can use a regular Windows PC to access their advisor desktop, but it must be on a locked-down profile so the only functionality they have available is what they need to perform their job. No file saving, copying, or printing functions should be possible.
  4. Don’t rely on passwords: don’t allow advisors to access your system remotely with just a username and password. Either use biometric authentication, such as fingerprints, or go for a two-stage password system where the contact centre sends one-time password to the advisor when they need to login.
  5. Don’t expose personal financial information: use automation for payment so advisors never even need to hear or know about customer card details – the call can be switched to a computer when card details need to be added and switched back to the human advisor after. Just don’t expose the advisor to any financial data and there is nothing that can possibly be lost or stolen.

These are five basic tips for creating a safe and secure work at home environment, but what would you recommend as another essential step? Leave a comment here or get in touch directly via LinkedIn.

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David Turner
Article by: David Turner

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