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Insurers how to de-risk your home-based agents.
Wednesday, 05 September 2018

How can insurers boost their agility by hiring more at-home agents to handle calls without compromising data security? For forward-thinking companies there is an answer.

Insurers home agents 900

Insurers have it tough in 2018/19: Just like industries, they are trying desperately to meet rising customer expectations, embrace innovation and fend off disruptive newcomers. The pressure to become more dynamic has never been greater. Deloitte's 2018 Insurance Outlook puts it bluntly: 'Insurance company leaders have a lot on their plates'[1].

The point at which these two goals of security and flexibility collide is over the thorny issue of hiring lots of home-based contact centre workers: Ambitious companies say Yes, cautious companies say No.

But is it possible to satisfy both needs? Certainly.

Compelling business case
Hiring more home-based agents has huge advantages for insurers who are looking to reduce costs, become more responsive and retain the skills of knowledgeable employees - to improve customer service and retain good agents. In other words, just the kind of things they need to survive and thrive.

Clear benefits of home-based agents can include:

  • 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.[2]

    Risk of rogue agents

    For insurers, having a remote contact centre workforce comes with significant 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.

    It isn't alarmist to be worried about this: It's realistic.

    There are over 3.5 million contact center agents across all sectors in the US, accounting for approximately 4% of the workforce[3]. Inevitably, some will be bad apples. And certainly, some will be moving between sectors and looking for fresh opportunities to make money through fraud.

    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.

    So what's the answer?
    Here is where some US insurers have used a stroke of genius. Eckoh's award-winning CallGuard solution is being deployed successfully by some forward thinking insurance organisations.

    With CallGuard, you can hide sensitive data from all your agents whether they're based within your contact center or work from home.

    Put simply, agents are prevented from:

  • Hearing sensitive details read aloud by customers over the phone
  • Listening to audible keypad tones that can give away numbers
  • Seeing information appearing on the screen
  • Locating sensitive information in IT systems
  • Hunting down sensitive information in call recordings
  • CallGuard uses proven technology, such as DTMF masking or audio tokenisation, to put sensitive information out of reach for agents, while Eckoh's secure platform deals with the sensitive data and confirms its validity. What's more, the process is easy for customers. Conversations with agents flow naturally and there's no jarring pause-and-resume moments during calls.

    Discover more

    Solutions like CallGuard have arrived at just the right time when insurers need to ramp up security while becoming more flexible by using more home-based agents.

    For deeper insight downoad our eGuide to CNP Crime in Contact Centers.. Alternatively, talk to us about how CallGuard can protect your health insurance business by giving us a call on 866 258 9297 or drop us an email at This email address is being protected from spambots. You need JavaScript enabled to view it..

     

    *Source:

    [1] '2018 Insurance Industry Outlook' - Deloitte

    [2] 'How Millennials Are Shaking Up American Work Culture From Their Parents’ Basements' - Huffpost

    [3] 'US Contact Centers 2018-2022' - ContactBabel

    About the Author

    Dan Arntz

    Dan Arntz

    President, US Operations Dan leads Eckoh sales and solutions implementation across the United States. Combining over a decade of payments expertise with customer experience knowledge, Dan helps today's modern organizations maximize each customer interaction and provides guidance on how to have those interactions in a safe and secure environment. Prior to joining Eckoh, Dan held a senior position at West Corporation leading their sales, solutions and consulting organization, and spent over 10 years at First Data Corporation, helping clients implement payment solutions in both card present and card not present environments.

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