In any customer service model, it is vital that the highest standards of security are maintained at all times. When it comes to satisfying stringent remote working security concerns this can be particularly challenging.
Security is often the first topic of conversation when discussing SYKESHome with clients and prospects and, over recent years, technology has enabled us to create an environment in which we successfully recruit and train home-based agents, as well as ensure the business environment and data used remains safe and fully secure.
To address remote workforce security concerns and ensure that a secure operation is maintained, six layers of security are required:
1. Applicant Profiling and Recruitment
Remote workforce security begins well before trainees move into the live environment. To ensure effective and secure remote customer service provision, it’s important that the right people are recruited for work-at-home roles. The typical home-based agent profile differs from the classic in-centre agent and the checks and assessments completed before a job is offered addresses many security concerns.
2. Remote Workforce Systems and Access
Unlike some work-at-home outsourcers, SYKES doesn’t require agents to use their own machines. A complete kit is provided, which includes a computer, monitor, headset and everything they need, with connectivity completed through their own phone line and internet connection. You may ask, what does this have to do with satisfying stringent remote working security concerns?
SYKESHome agents can only access client tools and data through a secure “Thin Client” machine. This environment is totally virtualised, meaning that no data is stored on it, at any point. This prevents the agent from plugging in a USB devise or printer, and there is no print screen function available. Where necessary, the machine can be locked down remotely; a simple yet effective step in remote workforce security.
3. Login and Personal Authentication
Behavioural tools monitor what agents do beyond simply entering a correct password to access the system. Identifying how each remote agent logs in each day, and how they type their password, this establishes a digital footprint for each person during the training process and uses this to track them once they go live.
When it comes to satisfying stringent remote working security concerns, monitoring a digital footprint is an essential tool. Even if a password is entered correctly, a different keystroke pattern will be flagged and further checks triggered to protect the data.
4. Tackling Data Sovereignty and Remote Workforce Security
When satisfying stringent remote working security concerns no data should be stored locally, further minimising associated risks. Limiting access to single records creates a clear audit trail that can be monitored.
All records are stored in remote data centres, providing an industrial grade secure environment with the usual high security features, including roofs designed to prevent helicopters landing, bombproof walls, multiple backup electricity generators, and limited access.
5. Data Masking Enhances Remote Workforce Security
Use of this technology replaces human access to personally identifiable information (PII) with, for example, a customer typing their card number directly into the system without an agent seeing the numbers. The technology can be used to mask any on-screen information that an agent does not need access to or can be unmasked on a field by field basis triggered during a call. Through this, sensitive customer data is masked, meaning the agent never hears or sees the customer’s details.
6. Behavioural Analytics and Stringent Remote Working Security Concerns
Behavioural analytics are used to track what agents do during a shift, flagging anything unusual for review. Using machine learning, the system highlights which applications are being accessed in a way that does not match regular recognised activity.
This means that any unusual or discrepant activities are flagged and logged. Team leaders and managers are able to monitor what’s happening in an remote agent’s machine at any time, which is like looking over their shoulder in the in-centre environment.
When it comes to satisfying stringent remote working security concerns, these six essential practices enable effective remote workforce security.
For more information on SYKESHome and the secure benefits it can bring to your customer support business, please get in touch.