Enhance quality and data security for virtual employees

According to Upwork, an estimated 32.6 million Americans will be working remotely in 2025. This equates to about 22% of the workforce. Due to this, the need to reinforce operational quality and security measures has never been more critical.

Alongside flexibility and comfort, the remote ecosystem has brought a variety of challenges that can directly impact the customer experience:

• Fluctuating network reliability
• Lack of communication between remote workers
• Technical difficulties
• Tracking team productivity
• Effective time management
• Potential data breaches

At Radius Global Solutions, our clients rely on our customer engagement technologies and extensive industry knowledge to maintain both quality and security in every interaction. Delve into the strategies needed to enhance quality and security, particularly for employees who work from home.

Best practices for quality remote work

When employees work from home, management may be concerned about their level of productivity. If they’re not in the office, how do you know if your employees are actually working?

An Owl Labs study of 2,050 full-time American workers found that 60% of managers are concerned that workers are less productive when working remotely. However, 62% of workers say they feel more productive when working remotely.

Maintaining a quality-driven remote workforce doesn’t have a one-size-fits-all solution. Every industry and organization is unique, so the technologies and strategies needed to improve will vary from business to business.

However, these essential practices will help you get started:

• Strategic goal setting: Employees need a clear understanding of their expectations and how they contribute to organizational goals.
• Enhanced employee training: Continuous learning will help prepare employees for evolving customer needs and new technologies.
• Real-time assessments: Regular evaluations supported by metrics provide insight into individual performance. Then, any needed changes can be made before they become an issue.
• Enhancing communication: From structured team meetings to casual check-ins, an optimized communication model fosters cohesion and clarity.

By ensuring regular communication with your remote teams, your business can feel confident that your customers are receiving high-quality service.

Using technology to drive consistent, quality work

Navigating customer interactions with precision and consistency is central to delivering exceptional customer experiences. Our customer service agents represent your company’s voice every day, so it’s critical that the language they use accurately reflects your products and services.

To ensure that every customer receives the same quality of service no matter who they’re speaking to, Radius equips its agents with Radius Navigator. This proprietary application serves as a digital compass during customer interactions. It guides agents through potential scenarios and offers responses that align with your company.

Real-time guidance through customer interactions helps ensure that virtual agents deliver responses that match your brand. Responses and protocols can be personalized to reflect your company’s performance criteria and overall CX strategy.

With Radius as your partner, you won’t just meet your customers’ expectations. You’ll exceed them with live agents who know exactly how to communicate your company’s value in every interaction.

Building a secure and compliant virtual workforce

Delivering quality work remotely is only one piece of the puzzle. It’s also crucial to make sure that customer service agents maintain secure connections to prevent data privacy breaches when interacting with clientele.

Failing to ensure the security and compliance of virtual workers when managing customer interactions poses significant risks. Just a few include:

• Non-compliant remote environments can lead to unauthorized access to sensitive customer information. This can result in substantial financial penalties, litigation, and irreparable damage to your company’s reputation.
• Lapses in compliance can attract scrutiny from regulatory bodies, leading to operational disruptions.
• Competitors with advanced cybersecurity measures will eclipse companies that neglect to implement secure remote work frameworks.

Email phishing attacks are the most common source of data breaches for remote employees. In fact, Cybersecurity Risk Radar observed an 80% increase in email phishing attacks since remote working became the norm. It’s up to leadership teams to invest in training designed to help employees identify and avoid phishing attempts.

At Radius, our agents’ computers are equipped with the latest technologies to help avoid the risks above. By taking the right steps, your business can avoid the costs and reputational damage associated with data breaches.

CollaborationRoom.AI drives remote employee security

Our team at Radius takes security and compliance seriously. That’s why CollaborationRoom.AI is installed on our virtual agent’s computers. Equipped with facial AI, CollaborationRoom.AI identifies and flags unrecognized individuals or items to maintain a secure workspace.

For example, if employees have their personal phones on their desk or a family member in the room, these are issues that could compromise customer data. Real-time alerts to supervisors ensure prompt responses to any suspicious activity, demonstrating our commitment to proactive security.

Compliance.AI also helps our remote workers maintain compliance in the collection and use of Personally Identifiable Information (PII) and Protected Health Information (PHI). The platform checks to ensure that every interaction conforms to HIPAA standards and data privacy regulations.

To ensure further security, we also have cameras installed on remote employees’ desks so the supervisors can see their team members. Supervisors have full visibility to their team’s desktops and can coach the representative if they need assistance.

With these technologies incorporated, remote employees aren’t siloed or unmonitored. They receive the guidance they need to assist customers with their needs in a secure environment.

Our clients know there is full transparency with our remote agents’ activities online. Not only are industry compliance standards being met, but their customers’ data is safe from potential breaches.

Achieve quality, secure work with a trusted partner

By prioritizing quality and security, we help businesses stay ahead of the competition while protecting customer data. Incorporating cutting-edge technologies will be critical in your company’s efforts to foster a secure and dynamic remote work environment.

Ready to transform your remote operations and offer even better customer experiences? Contact Radius Global Solutions today to get started.