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The Answer Group Selects Cerebit's innerGuard for At-Home Call Center Agents
 TMCnet Contributing Editor
The Answer Group (TAG), a supplier of Call Center Services to Fortune 500 companies, has chosen Cerebit’s innerGuard to help provide TAG’s clients with a secure, cost-effective alternative to offshore call centers using U.S.-based agents working at home.
Cerebit’s innerGuard will protect TAG’s customer data by dynamically removing sensitive personal information such as Social Security and credit card numbers from customer-controlled applications. It will create digitally signed application transaction logs to monitor and secure the home-sourced agent’s environment. Also the solution will increase operational efficiency through the redaction of screen information and business intelligence derived from their log files.
“We believe that our at-home solution will allow mid-tier companies to take advantage of our Fortune 500 technology infrastructure developed for our bricks-and-mortar call centers: TAG Support Company and US Support Company,” said Lew Gordon, Corporate Counsel for TAG, in a press release.
Gordon continued: “Our at-home solution will provide mid-tier companies a one-stop customer support solution that will give them a distinct competitive advantage in the marketplace, while opening up new markets for us. innerGuard enables us to do both.”
A study by Booz, Allen & Hamilton reveals that agents working from home tend to be 25 percent more productive then employees working in a traditional contact center. Also, attrition of people working from home has dropped to 10 percent as compared to 50 percent for the contact center industry.
The survey pointed out that more than 80 percent of companies that tried the home-sourcing model were satisfied with their results. Further, 22 percent of companies that haven’t tried home-sourcing yet plan to do so within two years.
One of the major problems that companies face implementing a home-sourcing option is having the same safeguards in place at home as they have in the contact center. innerGuard provides an environment where agents can only view what they need to properly service a caller. It creates digitally signed logs that are used to monitor the activities of their home-based agents.
“Cerebit’s innerGuard has changed the rules for contact centers by resolving major challenges from reducing risk related to fraud and identity theft to improving agent performance without requiring changes to applications hosted by their customers,” added Scott Blackburn, CEO of Cerebit.
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Anuradha Shukla is a contributing writer for TMCnet covering call centers, CRM and information technology.
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