BPO Companies (Various)
Business Process Outsourcing
Typical Company Size
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 dynamics of how people want to work today is very different from 5 years ago. Work at home is a model that fits many more demographics, enabling us to target medium and large cities to recruit new talent.
- Principal Architect from a Global Outsourcer
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.
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:
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.
Not having to send physical devices to new agents means:
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 Remote Worker temporarily locks down the underlying device OS and allows to access to remote sessions securely. This enables BPOs to meet PCI security and compliance obligations from day one without needing to sacrifice BYOD or work at home initiatives.
Secure Remote Worker helps reduce time and expense by enabling agents to use personal devices, eliminating the cost of hardware acquisition. These devices can be pre-validated in advance with the Validation Tool check if meets company requirements and to minimize onboarding headaches.
Setup and onboarding takes just minutes to complete and is a simple case of installing the Secure Remote Worker software on the agent’s personal device, and then switching 'worker mode'. Furthermore, agents can be quickly onboarded as companies scale to meet seasonal business demands.
There is no need to deliver devices out to remote agents, or retrieve devices when people leave, allowing you to expand your recruitment pool and to reduce the time it takes to recruit and onboard agents.
With the typical international profile of large BPO business models, ease of administration is essential. Manage your entire remote device estate using the ThinScale Management Platform and ensure that the environment is secure and up to date.
The costs of hardware acquisition, maintenance and upgrade are considerable in a BPO context. Secure Remote Worker enables savings to be passed on to BPO customers, making BPOs more competitive in the market.
“Certifying work at home is challenging. Unlike an office environment you can’t change an agent’s PC, or have a supervisor overlooking an agent’s work to guarantee productivity.
Director of Work at Home from a Global Outsourcer