Call center company secures their remote agents with Remotedesk

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Remotedesk delivers the Clean Desk Environment for remote work-at-home call center agents.

Verificient Technologies implemented Remotedesk, which is a monitoring solution for call center agents selected to work from home. A group of 304 call center agents worked remotely from home during the period of January 4 – February 28, 2016. The same group of 304 call center agents continued to work from home, but now utilizing the Remotedesk solution from the period of March 1 – April 30, 2016.

 

In the first 60 days of implementation, RemoteDesk increased productivity by 28%
In the first 60 days of implementation, Remotedesk increased productivity by 28%

 

RemoteDesk decreased compliance breaches from 4. 7 incidents/day in the first 2 weeks to .23 incidents/day in the following 6 weeks. 
Remotedesk decreased compliance breaches from 4. 7 incidents/day in the first 2 weeks to .23 incidents/day in the following 6 weeks.

 

The results:

In phase 1 of the study, the average workday was clocked at 6.425 hours without using Remotedesk. In phase 2 of the study, while using Remotedesk, the average workday was clocked at 8.212 hours; a substantial uplift of 28%.

Once Remotedesk was implemented, call center management quickly identified agents breaching compliance policies. These breaches included using external browsers, the presence of multiple people, background noise, and unapproved devices (mobile phones and tablets). After the first 2 weeks, management notified all remote workers of proper clean desk protocol, which resulted in a drop in the number of compliance breaches from 4.7 incidents/day to .23 incidents/day.

Remotedesk not only deters and prevents malicious insider misconduct but also increases integrity. Simultaneously, overall productivity, brand value, and employee satisfaction are improved.

Remotedesk delivers remote worker management, while providing clear transparency, accountability & risk management for outsourcing initiatives.