How wAnywhere helped a BPO control violations & data confidentiality

Challenge

This BPO/Contact Centre business manages confidential data for their customers, especially for their BFSI (Banking, Financial, Securities & Insurance) customers. Access to confidential data by Remote users through unauthorized channels and unsecured work environments can put this data at huge risk. Applying same or higher level of Security compliances as they are in office to remote and hybrid users was a big challenge.

Impact

Loss of customer and confidential customers data can result in data breach, financial, and credibility loss. This can be misused by people with malicious intent, which may result in paying millions of dollars in compensation and loss of credibility and business for this BFSI enterprise.

Solution

Loss of customer and confidential customers data can result in data breach, financial, and credibility loss. This can be misused by people with malicious intent, which may result in paying millions of dollars in compensation and loss of credibility and business for this BFSI enterprise.The solution leverages ShepHertz battle-tested AI APIs which detect multiple types of violations and provide the facility to act when any violation occurs along with a comprehensive remediation workflow catered towards the BPO/Contact Centre business.

Enabled this BPO/Contact Centre company to apply ‘Clean desk policy’ i.e., making sure that the advisor/agent working from home does not have a recording instrument in the vicinity of his work environment.

It also enabled this BPO/Contact Centre company to apply “copy paste detection” making sure that no confidential data is copied /shared with anyone unauthorized and gives real-time user violations notifications to the supervisor.

The following violations were deployed for the BFSI- BPO customer:

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  Mobile detection
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  Multiple person detection
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  Not at desk detection
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  Unknown person detection

There is a comprehensive remediation workflow that assists the auditors and supervisors to review violations with real-time notifications – sift through compliant/non-compliant images and take appropriate action.

Benefit

There is a comprehensive remediation workflow that assists the auditors and supervisors to review violations with real-time notifications – sift through compliant/non-compliant images and take appropriate action.

The solution also helped them to get better talent across the world, especially from tier 2,3 cities, and save huge money in terms of real estate and energy costs.

The organization utilized wAnywhere effectively by driving key operational decisions through its stakeholders, which resulted in the following benefits:

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  Increase in productivity by 15%
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  Increase in productivity by 15%
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  Provide quantifiable measures for schedule adherences.