Choose a country

United KingdomEnglish
South AfricaEnglish

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.

Leave a Reply

Your email address will not be published.Required fields are marked *

David Turner
Article by: David Turner

News & Insights

Recommended for you
Service Provider
Solution Designer
Technology Enabler
Ronald Van schijndel appointed CEO webhelp the Netherlands

Ronald van Schijndel has been appointed as the new CEO of Webhelp the Netherlands. Ronald steps into this role following the unexpected passing of our dear colleague and former CEO Gert-Jan Morsink with whom he’s worked closely on the development and growth of the business since 2012. Thanks to his experience and passion for organizational development Ronald has been a key influence in shaping...

Brits Are Looking Forward to a Traditional Family Christmas

  Electronic devices and computer games don’t make it into top 10 of gifts   With Christmas just days away, the majority of Brits are looking forward to time with friends and family this festive period, according to the latest consumer research from customer experience expert,...

Speech Analytics: Improving the Customer Experience

This week’s #techenabler vlog. Chris Bryson, Global Analytics Director at Webhelp, discusses about the importance of speech analytics in customer experience. Speech analytics delivers rapid insight into a range of improvement opportunities, based on an analysis of a large number of customer...

The Spring of B2B Marketplaces : Modelling the impact of B2B Marketplaces strategies

Following the presentation of The Spring of B2B Marketplaces at the Marketplace Summit by Mirakl, we are pleased to make this fascinating study available to you! This study covers the state of B2B marketplaces today, and is proudly co-created by Roland Berger, Mirakl and Webhelp Payment...

Case Studies
Post Office Limited®