International specialists expect that contact centers at home agent programmes increase in 2011, despite the great security risk of working at-home employees. DNA Solutions recommends call center on demand solutions and offers its customers innovative tehnological packages, which reduce risks of working at-home or remote agents.

Bucharest, 31th March 2011 – Contact center at-home agent programmes are rapidly growing today due to their multiple benefits of reducing operational costs, increasing performance and improving the customer experience. However, using at-home or remote workers carries with it a much greater security risk.
International specialists expect that, by the end of 2011, contact center at home or remote practices will considerably increase.
For more than 10 years, DNA Solutions implements complex contact centers projects, recommending security solutions from international leaders and providers.

The best practices for securing at-home agents
1. Be sure that at-home agents or supervisors have on their PCs advanced firewall, anti-virus protection, security patches to work remote.
2. Remote workers should be forbidden form copying, moving and storing cardholder data onto hard drives or moveable electronic media when accesing cardholder data.
3. Ensuring remote agents and supervisors use a two-factor authentification process.
4. Use strong network encryption protocols such as Secure Socket Layer and Transport Layer Security (SSL/TLS) or Internet Protocol Security (IPSEC) to provide secure transmission of the VoIP voice stream and data over the customers’ network.
5.  Ensure each at home agent and supervisor is using a VPN connection into the corporate network with strong encryption protocols such as SSL/TLS.
6. Encrypt wireless networks of remote agents and supervisors by using strong cryptography. Since June 30th, 2010, the Wired Equivalent Privacy (WEP) protocol had no longer permission for any new wireless implementations. Specialists recommend the use of WPA2 protocol.
7. If not using an enterprise VoIP-based telephone solution, offer agents analogue telephone lines to talk with customers. At-home agents should not use consumer VoIP telephone system such as Vonage because their communication may not be encrypted.
8. Ensure that payment card information is never sent over an unencrypted medium scuh as chat, SMS/text or email or other non-encrypted communication channels.
9. Ensure that at-home agent and supervisor PCs have the latest approved operational softs such as firewall and security patches.
10. Ensure that remote workers use exclusively company-supplied systems.
11. Monitor at-home agents more often than in-house agents.
12. Annually review all security policies and procedures with all agents and especially remote agents so they acknowledge the security requirements as part of their daily sign-in process.
Source:VPI

DNA Solutions offers customized solutions packages that demands quickly at the best quality-price ratio. More than that, to ensure customer satisfaction, DNA Solutions’ consultants are always up to date with technological innovations and market dynamics, by constantly investing in staff training.

About DNA Solutions
With over 350 client companies in Central and Eastern Europe, DNA Solutions is one of the leading regional enterprise solutions providers, since 1998. In a world in which information is power, our business communication emerges form state of the art technology. Our company offers a wide range of flawless connectivity infrastructures: call centers, telecom, networking, storage, security, all in one place. DNA Solutions is the enterprise solutions provider that takes your business results personally. For more information, please visit www.dna.ro.