TMCnews Featured Article

Call center outsourcing provider Sitel is constantly developing innovative solutions to help expand its global footprint within the industry. Today, the company launched a new approach to work-at-home security with customized technology options within Sitel Work@Home Solutions™. Secure and SecurePlus are private cloud-based offerings designed to ensure data protection while reducing the risk of identity theft and credit fraud.

In the United States, more employees are working outside the confines of an office and Sitel’s to meet these challenges, companies can implement Work@Home Solutions in order to help increase agent productivity, customer satisfaction and scalability while aligning work-at-home customer service quality levels comparable to or better than most fixed-facility call centers.

“The protection of sensitive data and information is core to all Sitel offerings,” Andrew Kokes, vice president, global product management at Sitel said. “Sitel Work@Home Solutions’ Secure and SecurePlus offer customized security options that meet and even exceed those of most business requirements. Multi-level security packages give our clients practical frameworks to align their work-at-home security with their physical security.”

The call center outsourcing provider’s Secure and SecurePlus offerings address unique security needs of different market verticals while simultaneously enabling clients to leverage robust security capabilities such as credit card and dial tone distortion, automated compliance, order and disclosure statement and biometric profiling. Based upon a Virtual Desktop Infrastructure (VDI) platform that utilizes Citrix XenApp and/or Citrix XenDesktop, the new security advantages will allow Sitel to offer the same functions and capabilities supported in the traditional contact centers including SMS, email and voice.

“Security remains the number one issue for companies seeking to implement a work-at-home agent model in their customer service strategy, but it doesn’t just end with technology,” Peter Ryan, contact center and BPO analyst at Ovum (News - Alert) added. “People will always be a critical factor, and Sitel’s Global Operating System ensures consistency in their work-at-home operations taking into account training requirements, continuous monitoring and performance management of work-at-home agents around the world.”