Debunking the Home Agent and Data Security Myth
September 28, 2011by Rick Owens
At the end of my last blog “Why Aren’t More Companies Using Home Agents,” I promised to debunk the myths that are holding some companies back from incorporating a home agent program into their customer service portfolio. So, let’s start right off by debunking the number one myth that arises in conversations we have with companies that are considering a home agent program.
The number one myth is that data security is less secure with home agents than it is with agents in a contact center. The truth is: data security is just as secure with home agents as it is with agents in a contact center.
Let me explain further.
Misperceptions about data security center around the ability to monitor what home agents are doing during their work hours at home. We are often asked, “How do you know what someone is doing without being able to see them as you would in a brick-and-mortar center?” This is an understandable concern, but given the advancements made in call center technology applications and the stringent network capabilities that exist, this is one misperception that can be easily put to rest.
As in any well-run traditional call center, all agent activity is measured very closely. Using Automated Call Distribution (ACD) and integrated scheduling and monitoring systems, line management and command centers can monitor an agent’s activity in great detail, regardless of whether they are at home or in a brick-and-mortar site. In addition, Convergys has developed proprietary technology that allows us to monitor agent PC screens live, as well as have instant messaging and chat rooms active to support agents working from home. All this, coupled with very detailed audit logs for every agent access, application log-in, and network entry, provides a complete historical reference of all agent activity.
A key data security component in use today by well-run home agent programs is managing the desktop appropriately. Accessing secure Convergys and client systems can only be done through a Convergys locked down desktop, and that has to be connected through a Virtual Private Network, which encrypts (or masks) all information, including voice, as it traverses the Internet. In fact, Convergys is the only call center outsourcer using 100% voice over IP (VoIP) technology for delivering calls to its home agents. Using VoIP allows us to control exactly where the calls can be taken from, exactly who is receiving that call, and records every voice interaction guaranteeing security.
Also, just like in our brick-and-mortar operations, we design each home agent program to meet our clients’ specific requirements:
- In some cases, we deploy equipment to the agents’ home, such as Thin Clients (TC), which can only be used for connecting to our data center servers. However, in most cases we actually use the agent’s personal computer (PC), and take control of that device, turning it into a TC. In both cases, we know the details of the device, such as the Operating System (OS) and the Media Access Control (MAC) address, which defines the exact device itself.
- As another security measure, we do not allow a wireless connection.
- Finally, we verify virus protection is present and updated regularly and only allow home agents access to production systems during their scheduled work hours. Should a reason to be concerned about an agent come to light, all access can be terminated at the touch of a button. In short, technology permits us to see everything in the devices connected to Convergys and thus our agents.
Convergys leverages best practices and technology developed over decades of operating more than 60 brick-and-mortar facilities as well as home agent operations. Each year we spend millions of dollars to ensure our clients’ data is secure no matter where the customer service delivery occurs. So as you can see, from an agent management and technology stand point, a home agent environment is every bit as secure as the traditional brick-and-mortar site.
I will end with one last point that is often forgotten when examining security in a home environment, or for that matter in a brick-and-mortar environment. That is, who you hire and how you train them is just as important as technology and security process management.
Look for my next blog where I will debunk some of the myths associated with hiring and training home agents!
Rick Owens is the Senior Director of Convergys’ Home Agent Solutions. In this role, Rick is responsible for establishing and implementing the product strategy for Convergys’ Home Agent Solutions as well as business development.
