Business Process Outsourcing Case Studies

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Customer

BPO Companies (Various)

Sector

Business Process Outsourcing

Region

Global

Typical Company Size

150,000+ employees

The Background

ThinScale’s clients include several of the world’s largest Business Process Outsourcers (BPOs) and call centers. These clients deploy more than a quarter of a million agents across different countries to deliver a variety of call center services such as technical support or customer care. It’s not unusual for hundreds of languages to be incorporated into the suite of solutions these clients provide.

Historically, BPO and call center agents would be working in brick and mortar offices but in order to attract new talent, retain existing staff, and respond to ever-changing changing customer demands, our clients had to find a solution that enables flexible working. Apart from using corporate devices for work at home, they needed a way to enable their agents to work at home using personally-owned devices, or at least have the flexibility to do so.

Traditionally, BPOs would provide agents with their entire IT setup, but this process soon became costly, time-consuming and problematic. The IT teams became a hardware delivery service and a support desk as well. Agents also typically struggled with company provided thin client devices, which tends to slow down overall onboarding times, under-deliver on customer service level agreements (SLAs) and undermine financial performance.

With the growing popularity of BYOD, several of our clients explored ways to set up agents on their own home PCs, connecting back to in house systems for their work session.

However, the remote sessions didn’t offer the level of security many of our clients require—If an agent surfs the Internet, runs other apps, or makes use of USB sticks, there is a huge potential for data leakage.

The Solution

Secure and Compliant Software-Only Solution

Enabling Secure Work at Home

Scalability and Rapid Agent Onboarding

Secure and Compliant Software-Only Solution

Secure Remote Worker is a software-only solution that delivers a secure, compliant, and centrally managed, workspace environment on an agent’s personal device. Its workspace interface displays a familiar Windows look and feel for agents.

Our BPO clients use Secure Remote Worker to deliver work at home initiatives, safe in the knowledge that agents are secure when connected to their work sessions and that they cannot break out of sessions or compromise data.

The flexibility of Secure Remote Worker means that BPOs can now solve their challenges in delivering a secure work at home environment for remote agents.

Enabling Secure Work at Home

Typically, BPOs examine alternative solutions before engaging with us, but none of them deliver the features and requirements needed for secure work at home using the agents’ personal devices.

Key obstacles typically include:

Devices not being domain joined
Alternative solutions requiring too many intrusive changes to an agent’s PC

Secure Remote Worker solves these obstacles by converting personal devices into highly secure endpoints. With Secure Remote Worker, BPOs can now trust the Windows session, safe in the knowledge that agents’ devices are completely locked down. Agents cannot access their underlying PC while connected to a work session.

Scalability and Rapid Agent Onboarding

Not having to send physical devices to new agents means:

Onboarding time is reduced from days to just minutes as agents no longer need to wait for any equipment delivery
Removing the expense of device shipping
BPOs have the agility and flexibility to scale to cater to seasonal demands, which wasn’t feasible with a hardware option

To onboard an agent, our BPO clients can simply send their agents a small executable file that installs the Secure Remote Worker software. The Single Click Installer allows you to onboard the agents into their secure environment through a single click, with little to no intervention from the IT team.

Once installed, Secure Remote Worker can be launched. It temporarily locks down the device and enables agents to connect to the corporate environment, and download settings, updates, security policies and profiles

Secure and Compliant Software-Only Solution

Enabling Secure Work at Home