How wAnywhere helped a BPO control violations & data confidentiality

The Covid-19 pandemic has fundamentally shifted how people work. It has altered how people interact and do their business. One of the main challenges it brought was to manage & enable your workforce to work from anywhere (home/hybrid/office). The pandemic has changed the concept of work, workplace, and the workforce. As employers spruce up their USPs, hybrid & flexible work, mental health focus, and hiring from smaller cities/towns are here to stay.

Here are some challenges which this new normal brings in:

Seamless Remote Working & Collaboration
Productivity (same levels as in the office, or even higher)
Security & Compliance – Data security, confidentiality, and privacy
Effective Task Management & Reporting

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

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:

Mobile detection
Multiple person detection
Not at desk detection
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

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:

Increase in productivity by 15%
30% improvement in utilization of workforce, with better work alignment and workload distribution
Provide quantifiable measures for schedule adherences.