Virtual Call Center Staff Push Back Against Surveillance Cameras in Their Homes
David Filwood
CEO | TeleSoft Systems | People & Process Improvement For Contact Centers
According to a recent US Secret Service security report – 48% of data breaches & identity theft is caused by insiders – putting Call Center Customer Service Representatives (CSRs) on the frontline for Security Risk Management.
The Payment Card Industry Data Security Standard (PCI DSS) is a Credit Card Industry standard – and a company’s CSRs with access to personal financial information (eg: Credit Card / Social Security / Bank Account numbers) must comply with PCI DSS guidelines for handling this data.
Healthcare communications must remain 100% compliant with the Health Insurance Portability and Accountability Act of 1996 (HIPAA). CSRs with access to health records must comply with HIPAA regulations regarding the storage / dissemination / transmittal of personal patient information.
In A Bricks & Mortar Contact Center – Where CSRs Are Exposed To Credit / Debit Card (Or Other Financial Information) – Or Where They Handle Sensitive Health Related Data – It’s Typically A ‘Clean Desk’ Work Environment
That means the CSRs are provided with a locker – and they’re not allowed to bring any personal items to their workstation – no paper / pens for writing things down – with locked down workstations & other communications restrictions – so that sensitive information is not leaked from the Call Center.
Best practices for a ‘Clean Desk’ Contact Center generally include:
- Banning personal cell phones / tablets / other wireless devices on the Call Center production floor.
- No CSR has access to external USB drives or other data storage devices.
- No personal use of Internet is allowed.
- No unauthorized writing instruments or paper are allowed.
- No access to external eMail accounts.
- Security Guards on site.
- 100% physical security checks when CSRs exit the Contact Center.
- 24x7 Video Monitoring of CSRs.
The Covid19 Pandemic Prompted Companies To Pivot All Their CSRs To Work@Home Positions
Now that vaccine treatments for Covid19 are widely available – many companies are moving to a hybrid ‘Hub & Spoke’ Contact Center Model – that thins out the number & physically distances CSRs working on site in the ‘Hub’ – with extra thorough facility cleaning / headset sterilizing / desktop hand sanitizers / Plexiglas sneeze guard cubicle dividers – with CSRs rotating from their Work@Home ‘Spoke’ positions to on premise for somewhere around 3 shifts out of 10.
But moving CSRs out of the Bricks & Mortar Call Center – and into Work@Home – has been particularly challenging for ‘Clean Desk’ Contact Centers trying to maintain PCI DSS / HIPAA data security standards for employees working off site.
In An Effort To Recreate On Site Oversight – Some ‘Clean Desk’ Contact Centers Are Pushing For Increased Levels Of Digital Monitoring Of Their Work@Home CSRs
These ‘Clean Desk’ Contact Centers are mandating that their Work@Home CSRs agree to having Artificial Intelligence (AI) driven video surveillance cameras installed in their homes (or on their computers) – pointing at their workspace – to record & monitor their job activity in real time.
The video surveillance system includes AI powered analysis tools – that include facial recognition to ensure that the CSR is on the job when they’re supposed to be – and can spot check for ‘Clean Desk’ compliance – identifying objects around the workspace – including banned items such as mobile phones / pens / paper and other items that are restricted by PCI DSS / HIPAA data security standards.
Work@Home CSRs must also agree to take polygraph tests if requested – and to the sharing of data & images related to any children they have in the home under the age of 18 (who might get picked up by video & audio monitoring tools) – and to sharing biometric data – including fingerprints & photos.
The Majority Of Contact Center Positions Are Lower Wage (sub $20/Hour) Jobs
Many CSRs live close to the financial edge – with nearly 80% living paycheck to paycheck.
Most CSRs can’t afford spare bedrooms / dens to seal off as distraction free dedicated office space.
They’re taking calls at the kitchen table – or living room couch – or on their bed – juggling work & personal life.
Work@Home CSRs Are Concerned About AI Powered Surveillance Cameras & Family Life Privacy
‘Clean Desk’ Contact Centers see a lot of benefit in installing this technology to do the kinds of monitoring they would have otherwise expected their human managers & systems to do on site – but the reality is that AI powered surveillance cameras in the home are much more intrusive than similar surveillance conducted on premise.
A majority of Work@Home CSRs in one recent survey stated they were uncomfortable with the idea of their employer installing AI powered camera monitoring – primarily because the cameras have the potential to capture footage & audio of the employee’s family or housemates – violating their privacy.
One of the CSRs from the survey was quoted: “I think it’s really bad. I don’t work in an office. I work in my bedroom. I don’t want to have a company camera in my bedroom.”
One ‘Clean Desk’ Contact Center that has mandated their Work@Home CSRs to agree to having AI driven video surveillance cameras installed in their homes has found themselves as a result dealing with an active push among the employees to unionize.
For Many Contact Centers – A “Silver Lining” Of The Covid19 Pandemic Has Been The Potential To Save On Office Real Estate Costs By Having All CSRs Work@Home
Even with vaccines for Covid19 now widely available – some Call Centers have chosen to maximize these office real estate savings – by remaining 100% Virtual – keeping all their CSRs in Work@Home positions permanently.
Many Contact Centers have moved to a smaller office real estate footprint – a hybrid ‘Hub & Spoke’ Model – thinning out the number & physically distancing CSRs working on site – with CSRs rotating from their Work@Home positions to on premise for somewhere around 3 shifts out of 10.
Perhaps ‘Clean Desk’ Contact Centers with PCI DSS / HIPAA data security standards shouldn’t be looking for office real estate savings – and should only have their CSRs working on site in the Bricks & Mortar facility?
IMO – at the very least – mandating the use of employer installed AI powered camera monitoring surveillance technologies in the home will do little to foster a positive workplace culture – and much to increase the voluntary quit rate of Work@Home CSRs.
Agree?
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