September 19th, 2020
With the accelerated deployment of work-from-home models in the wake of the COVID-19 pandemic, the often touted but largely untested WFH strategy presented clients and providers with the additional challenge of how to effectively manage information security and compliance in remote environments.
KM² Solutions, with a proven track record in mitigating risk, and benefiting from seasoned in-house information technology, information security, and compliance teams, was able to rapidly adapt in the face of this challenge to satisfy both regulatory standards and client concerns while ensuring business continuity.
From the outset, it was clear that the most effective remote infosec measures would be those that most closely mimicked those found on-site. These are the steps KM² Solutions is taking to ensure strict security protocols are being met while continuing to deliver to the highest CX standards.
REMOTE DESKTOPS / ‘DUMB TERMINALS’
As the first level of protection, only KM² owned desktops and devices are deployed for remote use. Deployed as ‘dumb terminals’ these units possess limited capabilities and serve only to send and receive data to and from the secure corporate network.
The zero-trust security model requires strict identity verification protocols for accessing the network. Firstly, through a secure, persistent Virtual Private Network (VPN), agents login with Multi-Factor Authentication (MFA) which requires two factors including a smartphone app to secure logins. Only then can agents access the remote Virtual Desktop Infrastructure (VDI) which itself is housed on a secured, centralized server at our colocation facility in the United States.
MANAGED CONNECTIVITY
All remote terminals are hardwired directly into a router/modem in situ, in addition to the company-owned and managed end-point device, ensuring that the connection path is secure. KM² Solutions has forged partnerships with Internet Service Providers across all its geographies to ensure not only the strictest available security protocols are in place but that uptime and performance are maintained. High-availability, high-quality internet connectivity is essential to provide the standards of customer experience our clients are accustomed to. And KM2’s model of multiple locations and a well-dispersed workforce further ensures business continuity.
THE HUMAN ELEMENT
KM² Solutions prides itself on having established a strong security culture within the organization. But beyond screening, background checks, and extensive training agents face in the onboarding process, the successful pivot to a secure WFH model was made possible by further building on this inherent security culture with an emphasis on the ‘3 T’s’.
Training: The foundation of successful security adherence is focused and effective training. This foundation is laid from day one of our agent’s tenure with strict compliance and infosec education. And, as our policies and protocols are constantly being reviewed and updated, our teams are taught and tested on these updates regularly through our online learning management system.
Tenure: KM² only selects the most tenured agents for WFH. A proven track record and the benefit of advanced career pathing ensures only the highest caliber agents are deployed remotely, thus minimizing risk, while maintaining the highest-quality customer experience.
Trust: Risk is inherent as readily in a WFH model as it is in an office environment. And trust is a critical element in minimizing this risk. At KM² we trust in our policies and procedures, trust in our training, and above all trust in the tenacity of our people. In turn, our clients trust us to deliver secure, cutting-edge solutions for all their outsourcing needs.
While the COVID-19 pandemic propelled companies into implementing WFH as a new operational model practically overnight, it has also emerged with unforeseen benefits, most notably an increase in productivity. Couple that with the provision of the best available technology and the ability to continually improve and adapt security protocols and procedures, it’s safe to say, Work-From-Home will play a significant role in the BPO landscape moving forward.
In a recent Covid-19 poll administered by The Hackett Group to 250 of its clients, 94 percent of respondents said they would increase WFH after the crisis.
KM² Solutions, benefitting from a multi-site, multi-geo operational model and already adept at remote-training and management has successfully assimilated its work-from-home model and views it as a necessary addition in a post-pandemic era. Brick-and-mortar operations will never be completely replaced or matched in terms of their security profile, but as a sum of its parts, this hybrid approach can only allow for greater agility and better business continuity moving forward. And, through strong client partnerships and close consultation on security improvements and enhancements, KM² Solutions will continue to deliver secure solutions and high-quality customer transactions in remote environments.
About KM² Solutions
KM² Solutions ( KM2 Solutions ) operates contact centers throughout the Caribbean and Latin America, providing outsourced inbound and outbound customer service contact services for voice, chat, email, and mobile. KM² Solutions provides these services to clients in financial services, multi-unit healthcare, insurance services, travel & hospitality, eCommerce, technology & telecommunications, home services, and other sectors. The company provides clients with a host of solutions, including customer support and care, telesales & retention, claims management & processing, appointment setting & schedule management, loan origination & verifications, back-office processing, and technical support. KM² Solutions maintains PCI DSS compliance, completes a SOC 2 audit annually, and has a Compliance Management System that meets the FDIC standards.
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