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WORK AT HOME
Delivering CX with flexibility and scalability
The right number of high quality agents, right when you need them
With Concentrix Work At Home, you can quickly react to unplanned events, meet seasonal demands, and support volume surges, with an expanded, experienced hiring pool aligned to your brand. Adding home agents to a brick-and-mortar contact center is seamless, and with Concentrix’s skilled workforce management team, we can provide over 90% schedule optimization and 10-20% lower TCO.
Work At Home is a key strategy for business continuity planning, removing the single point of failure that a centralized service location can represent.
Virtual Operating Model
Work At Home teams are uniquely empowered to deliver exceptional customer experiences and business results through:
- Collaboration tools designed to engage and connect teams
- Virtual management tools for coaching, developing, and motivating
- Modern, adaptive, blended virtual training approach
- Certified leadership and virtual training experts
Global Experience
Our Work At Home program has been fine-tuned since 2006, and is staffed by dedicated resources who fully understand the challenges and opportunities afforded by remote working. Concentrix Work At Home agents provide key support—including customer care, technical support, revenue growth, and back office—for clients across multiple industries and over 20 countries with a virtual end-to-end, permanent work at home agent model.
Data Security
Our multichannel, multidimensional approach ensures data security through:
- Facial and voice recognition
- Secure Data Intake (SDI) to mask secure data fields
- Data encryption throughout the entire communication process
- PCI-DSS certified and HIPAA compliant platform
Workstation & Network Security
Our controlled, secure, privacy-focused environment includes:
- 100% encrypted voice delivery using Voice over IP (VoIP)
- Virtual desktop security prevents saving, copying, transferring, or printing of customer data
- Monitoring recognizes any and every attempt to step outside of approved functions
- Secured virtual private network (VPN)
Workspace Security
Our SecureCX™ platform adds another level of security to the remote work environment—monitoring agent workspace security through:
- Facial biometrics
- Unauthorized device and usage detection
- Evidence-based reporting with customizable business rules
Secure Payments
To complement our Work At Home solution, Concentrix Secure Payments offers additional protection for customer payment transactions. Secure Payments enables non-verbal entry of credit card information via a secure IVR and masks it on the agent desktop, eliminating agent exposure to sensitive customer data.
Proven Experience. Rapid Deployment.
14+ years of experience. 6 Countries. Tens of thousands deployed globally with ongoing expansion.
Featured Insights
SecureCX™
Take work at home security to the highest level.
Creating a Successful Work At Home CX Strategy
Gain insights to help you shape your future work at home strategy for delivering exceptional CX.
Let’s Connect
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