Every year, contact center leaders are commanded to provide a better customer experience while cutting costs. This classic imperative to “do more with less” has led to some really exciting developments in customer service, such as efficient self-service through IVR, Web and SMS chat, and proactive/timely outbound notifications to inform customers and deflect inbound calls. The call centers of old have turned into impressive multi-channel contact centers with sometimes hundreds of business rules to effectively route calls/texts/emails/chats to the most appropriate agent – and still, despite numerous advancements, they’re asked to drive a more efficient operation. While the idea is not new, moving agents to the “work from home” environment is re-emerging as a popular practice to satisfy budget constraints.
I spoke with many people who are charged to evaluate the feasibility of a remote set-up at last week’s Remote Working Summit, presented by Customer Contact Strategies (CCS). Folks commiserated about the hurdles of issuing equipment, introducing “lock down desktop” software, changing routing systems, and navigating the hiring and training processes. Then, as if that wasn’t enough, info security teams often put a wrench in their efforts by deeming many environments too insecure for some customer information and payment data. (When people hear about a data breach, external culprits come to mind; however, interception of information from within is another big concern.)
Fortunately, hope is not lost. Just as we’ve been introduced to technologies that drive self-service and improve inquiry handling over the last decade, there are new solutions that make the contact center (and even remote workspaces) secure enough to handle sensitive customer data.
One such tool is CallGuard, a secure transactions solution provided by West and powered by our long-term partner Eckoh that enables agents in any on-site or hosted call center environment to gather credit card or checking account information for payments, without ever hearing, seeing or recording the numerical data. Unlike the less satisfying customer experience of being transferred to an IVR payment application, an agent stays on the line while a customer types numbers into the phone’s keypad. Two case studies on our website share more about the CallGuard On-Site and CallGuard Hosted options and implementation.
Companies are intently focused on preventing costly and damaging data breaches by satisfying ever-increasing security requirements like PCI DSS 3.0. CallGuard helps take security beyond compliance to give leaders, agents and end-consumers peace of mind in often overlooked areas of potential exposure and risk: the call center and remote agent environments.