While advancements in technology bring a world of opportunities, they also open up new vulnerabilities. Fraud prevention in a work-at-home environment remains a concern for companies around the world.
For leaders in Customer Service roles in an in-centre environment, fraud prevention methods start with simple measures such as preventing mobile phones being brought onto the floor and restricting Internet access and emails beyond what’s necessary to do an effective job. Detection methods used include spot checks on bags, security cameras, and managers monitoring what is happening on the floor.
However, in a work-at-home scenario, it’s impossible to know what agents are doing …or is it?
Fraud prevention in a work-at-home environment; how technology is used by customer service companies to detect and prevent fraud in a virtual environment
A whole host of technology tools can be used to prevent and investigate potential breaches of security, in particular, to detect and prevent fraud in a virtual environment.
Using behavioural analytics in fraud prevention
In the virtual customer service environment, behavioural analytics detect and prevent potential instances of fraud.
Systems collect telemetry data from the point where the agent is working, highlight the applications they are accessing, and identify what sequences they are doing that in. This data is used to flag behaviour that is out of the norm, and is a important aid in fraud prevention in a work-at-home environment. So, for example, if a at-home agent has received a number of calls in a day and yet has accessed a far greater number of CRM records, this is seen as a discrepancy and flagged for review by the relevant team.
Detecting and preventing fraud using a digital footprint
In the work-at-home environment, a key element in detecting and preventing fraud is to ensure that only authorised agents access systems. Behavioural tools identify individual agents by how they type their password as they log on for each shift.
This technology enables a digital footprint established during the agent’s training so that, when they go live, it is possible to ensure only they are logging on to the system, even if someone else knows their password. Any deviation from the normal log in process will then trigger a machine lock down, and this technique can be used to successfully detect and prevent fraud in a virtual environment.
Monitoring work-at-home agents
Just as in the in-centre environment, where a manager or team leader can physically walk over and look what an agent is doing, a home-based agent team leader or manager can see what’s happening on the agent’s machine, without having to engage with the agent.
Enabling virtual environment lockdown
When work-at-home agents are using the supplied thin client computer, no data is stored on their machine. This prevents fraudulent download or access to any client or customer data. Various functions, such as USB access, printer connections and print screen are disabled.
In effect, the thin client machine is totally locked down, with no means of extracting or copying data. Stringent admin and access rights therefore play a key role in fraud prevention in a work-at-home environment.
Addressing fraud prevention and detection concerns
Because home-based agents use machines specifically configured for the environment they work in, no data is stored or retained locally at the user’s end. This means that, should there be concerns about activities, network access can be blocked and their system locked down, ensuring that no data or information can be accessed.
In any workplace it’s impossible to guarantee total security. But putting in place the measures above, along with careful screening during the recruitment process, will address the obvious concerns around security and fraud prevention in a work-at-home environment.
To learn more about the level of security possible in a work-at-home model, in particular, how to detect and prevent fraud in a virtual environment, please get in touch.