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Article : How to Create a Secure, Compliant Work-at-Home Environment

#contactcenterworld, @teamhgs

It’s no longer the news of that day that many organizations were pushed into work-at-home scenarios, some almost overnight, due to the coronavirus pandemic. But we’re not past the pandemic by any measure, which means many businesses continue to operate largely out of their employees’ individual homes — and with productivity levels still generally high, some may maintain a fully or partially remote workforce even when the crisis is past.

Yet balancing productivity and employee safety with security and compliance remains essential. Organizations can ensure a compliant virtual environment with a two-pronged approach that comprises both a technical solution and a people-process solution.

The Technical Side

Security controls are critical for compliance as well as to mitigate risks of fraud or breaches. This requires securing all endpoints — ideally through Virtual Desktop Infrastructure (VDI), which allows an organization to host desktop environments on a centralized server and securely deploy the virtual desktops to employees.

The technology a VDI partner provides must create a data-secure environment while being adaptable and scalable. Recommendations include:

  • Enabling data encryption and two-factor authentication (2FA);
  • Hardening browser settings;
  • Storing all data in the cloud rather than locally;
  • Restricting hours-of-operation accessibility; and
  • Disabling Wi-Fi and requiring hardwired internet access instead.

The People-Process Aspect

The other side of ensuring data security and compliance comes down to the bigger variable: the people. In a brick-and-mortar environment, contact centers are more easily able to mitigate the human risk factors that jeopardize data security. This is more difficult when everyone is in their home environments, but it’s not impossible.

To set the stage for a work-at-home employee’s success, follow a formalized process from the beginning, and reinforce best practices throughout all stages of the employee lifecycle.

During the recruiting and hiring stages, require that candidates supply photos or video of the proposed work area, either before or during the online interview process. This assessment will provide a company with a first view of an employee’s "clean-desk policy" compliance. Managers will be able to spot and immediately correct unsuitable factors such as screen reflections in mirrors or windows, extra devices such as personal phones or tablets, and people or pets in the background.

Following their hire, the employee should sign a compliance audit form agreeing that the requirements are understood, and that any required adjustments will be made upon request. Once the employee is officially performing the job, train and engage your operational teams to conduct 360-degree-view audits via webcam at prescribed intervals; ensure that the same forms are used; and track results for follow-up and compliance with governance requirements.

Work From Home the Right Way

Security and compliance are critical for any organization maintaining a work-from-home program, and having either technology or people policies is not enough; you need both.

Create a formalized approach by providing employees with the right technology and equipment; clearly defining your policies and ensuring employees understand them; and frequently auditing employees for compliance — and your organization will create a virtual environment as secure as that of any brick-and-mortar facility.

#contactcenterworld, @teamhgs


About Hinduja Global Solutions Ltd.:
Company LogoA global provider in business process management (BPM) and optimising the customer experience lifecycle, HGS is helping to make its clients more competitive every day. HGS combines technology-powered services in automation, analytics and digital with domain expertise focusing on back office processing, contact centres and HRO solutions to deliver transformational impact to clients. Part of the conglomerate Hinduja Group, HGS takes a “globally local” approach, with over 42,371 employees across 72 delivery centres (as on 30th June 2019) in seven countries making a difference to some of the world’s brands across nine key verticals.
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Today's Tip of the Day - Repeat Calls

Read today's tip or listen to it on podcast.

Published: Monday, August 10, 2020

Printer Friendly Version Printer friendly version

2020 Buyers Guide IVR

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere
PH: 216.662.5870

3.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.
PH: +34 952 667 511

4.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system
PH: +1 (888) 256-8312

5.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

6.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390
 

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