Considering enabling your agents to work remotely? If so, you’re probably most concerned with being able to maintain PCI DSS compliance and security.
What’s the risk?
Having a remote contact centre workforce comes with some risks. The prospect of allowing credit/debit card details, national insurance, driving licence and other sensitive numbers and personal details to run freely through the hands of unmonitored home-based agents is a major concern. Rogue agents can undermine the benefits and fraudsters could find it easier to gain access to your systems.
It isn't alarmist to be worried about this: It's realistic.
There are over 770,000 contact centre agents across all sectors in the UK, accounting for approximately 4% of the workforce. The traditional approach of safeguarding sensitive data within contact centres by using 'clean rooms' is deeply flawed anyway but even the weak protection it provides cannot be transferred to the home. Bans on mobile phones, other strict rules and constant monitoring cannot be applied to a someone's spare bedroom in Bromley, Birmingham or Bristol.
The rewards - there are stand-out advantages…
Regardless of the reason for embracing remote working there are some compelling benefits such as…
- The ability to flex to cover peaks, so callers spend less time waiting
- Reduced need for office space
- Easier to hire agents and reduce attrition rates
- And it's not just older, experienced employees you'll be likely to attract. Huffpost reports that 64% of millennials would like the opportunity to work from home.
So, what’s the answer?
With Secure Payment tools you can hide sensitive data from all your agents whether they're based within your contact centre or work from home. With Customer Engagement tools you can maintain connected customer journeys, including taking payments, across all channels and actually improve the customer experience.
Put simply, remote agents can:
- Take secure payments remotely in just the same way as in your contact centre
- Take payments within as many channels as possible – telephone, online, chat, chatbot or IVR
- Engage with customers in their choice of channel so the customer experience remains unaffected
Eckoh’s payment and engagement tools are all delivered via the Eckoh Experience Portal which allows you to take the solutions you need today and add new ones as you need them so you’re ready and agile to meet future needs.
If you’d like some advice and guidance on making remote working a reality, get in touch.
 'UK Contact Centres 2018-2022' - ContactBabel
 'How Millennials Are Shaking Up American Work Culture From Their Parents’ Basements' - Huffpost
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