Implementing homeworking for your customer service operations can help ensure business continuity during times of heightened uncertainty.

But protecting data from cyberthreats and other technology failures is a top concern for customer service leaders evaluating an at-home model.

3 ways to ensure top-notch security and compliance

01. | Assess physical home working spaces

Perform a WAH risk assessment in the agent’s workspace prior to agent onboarding, covering the following aspects.

01. Physical space

Is there a private working area – physically separated with a closable door and located away from any distractions?
Is the work area uncluttered with a desk and computer screen facing into room?
Is there sufficient, safe & secure storage space for equipment and documents used?
Can the agent lock & walk – lock workstation when leaving desk?
Is the agent working from the address currently recorded with human resources department?

02. Infrastructure

03. Technology security risks

04. The people side

02. | Regularly train agents on security protocols and handling of sensitive information

Routinely set expectations on the following through training sessions.

Compliance

Confidentiality

Distractions and background noise

Equipment standards

IT processes

Time keeping

Response times

03. | Deploy fully PCI compliant, secure and dedicated, remote technology infrastructure

Leverage dedicated VPN appliances

Ensure encrypted data path from agent’s PC to virtual machines in the cloud.

Store data in the cloud

Keep your data in the cloud and access through virtual machines with “read only” hard drives and no local or mapped storage

Lockdown devices

Ensure encrypted connection to virtual desktop in secure data center and prevent local data transfers, copy and paste, screen prints, drive mapping, etc.

Minimize noise/distraction

Use video sweeps to remotely monitor office set up and ensure that the agent is alone in their workspace at home.

Create two-factor authentication

Generate unique identifiers and strong passwords.

To learn more about how Firstsource can help you reimagine your customer service staffing model in the post-pandemic new normal, please visit www.firstsource.com/WAH

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Moving Customer Service Operations to an At-Home Model Part 1: Overcoming Security Challenges

3 ways to ensure top-notch security and compliance​

01. | Assess physical home working spaces​