BOYD Policy: Can Call Center Employees Work On Their Personal Devices?
A Bring Your Own Device (BYOD) policy is widely used in today’s workplace because it allows employees to use their personal devices for work. This practice, however, can still pose a security risk.
In this blog post, we’ll define BYOD policies and show you how to implement them with VoIP securely. Stay tuned if you’re just getting started or have been struggling with your BYOD policy for a while. We’ve got some valuable information for you.
What is Bring Your Own Device (BYOD)?
BYOD, or Bring Your Own Device, is a phrase you’ve probably heard lately. But what exactly does it mean?
A BYOD policy governs how employees use their personal devices (laptops, smartphones, tablets, and so on) for work purposes. It applies not only to the company’s employees, but to contractors and freelancers who work for the company.
The rules of conduct are usually strict because they apply to personal usage inside and outside the office (even if the user is at home).
How Does BYOD Work in Call Centers?
Employees who work in call centers with a BYOD policy can use their own devices to log into the call center software and make or receive calls. As simple as this sounds, you might wonder why call centers use BYOD.
Assume a call center wants to hire an agent who speaks Mandarin, a rare skill in the industry. A BYOD policy enables the company to hire remotely from a much larger pool of candidates, making it easier to find someone who meets their standards.
In this case, the employee can manage calls on their personal device as long as they have the necessary call center software installed.
BYOD can also boost the efficiency of traditional call centers. If a call center agent needs to leave their desk, they can take their smartphone and continue to use the call center software as long as there is an internet connection.
That way, they can pick up the phone whenever and wherever they want and never lose a lead again. This can also be extremely useful if an agent is unfamiliar with the device provided by the company. You can allow them to use their own if they prefer it.
However, it should be noted that the call center software must be compatible with the employee’s device for this to work.
What Should Your BYOD Policy Include?
In theory, Bring Your Own Device (BYOD) sounds like an excellent idea for call centers. Employees may use their own devices, which they are already familiar with, and the company can save money on purchasing new devices for each employee. In practice, however, BYOD can be a bit more complicated.
What if an employee’s phone dies while on a call, for example? What if they’re doing something personal on their device and are interrupted by a work call?
You should address a few key issues when developing a BYOD policy. What should you take into consideration?
1. Robust Call Center Software
Nothing is more frustrating than being held back by the limitations of a tool. Your call center software should be usable on a variety of devices. Otherwise, your call center will be unable to use BYOD.
2. Device Restrictions
BYOD policies remove restrictions, but you must still set some limits. You must decide which employees or roles will be allowed to bring their own devices and which devices will be supported.
You may want to specify whether employees can only use certain device generations or operating system (OS) versions (e.g., excluding an iPhone that is over 10 years old and does not meet satisfactory safety standards).
To help protect against new security vulnerabilities, ensure that all devices are updated with the latest security patches.
3. Storage of Data
It would be best to consider how data will be stored and accessed. Will employees be able to store data on their own devices, or will it all be stored centrally?
Consider how data will be backed up and whether employees can access it from other devices.
There are two methods for increasing data storage security:
- Encrypt all data stored on the device so an unauthorized person cannot access it even if they “get their hands” on it.
- If your device is lost or stolen, use a remote wipe tool to erase all data. This way, even if a device goes missing, you can be confident that no one can access the data.
It is critical to protect the privacy of both employees and employers. Successful BYOD policies should outline how employee privacy and company data are safeguarded. Furthermore, ensure that your employees receive regular training on protecting their data and are aware of the risks.
BYOD always requires two-factor authentication. It adds an extra layer of security and significantly increases the difficulty of hacking into any system.
Password requirements, such as periodic changes, should be included in a BYOD policy. Consider SSO (single sign-on) services to help agents log into the system without having to remember multiple complex access keys.
5. Support and maintenance
How will you assist employees who use their own devices? Will you provide tech support, or will they have to figure it out on their own?
It would help if you had a plan for when something goes wrong. For example, if an employee’s device is lost or stolen, there is a data breach, or the technology does not function properly. You could implement a solid mobile device management solution to troubleshoot your employees remotely.
It’s critical to have a maintenance and support plan in place so that employees can feel comfortable using their own devices for work. Otherwise, they may be hesitant, defeating the purpose of BYOD.
6. Company Rights on Devices
You should also consider what happens when an employee leaves the company – who owns the data phone number on the device?
Include a detailed procedure guide in your BYOD policy that outlines your and your employees’ rights and responsibilities. Consult a lawyer to ensure that your actions are legal.
The Pros and Cons of BYOD in Your Call Center
Many factors have contributed to the BYOD trend’s popularity in recent years. With the prevalence of smartphones and the rise of flexible working, it’s not surprising that many companies allow employees to use their personal devices for work.
But is BYOD appropriate for your call center? Let us clear up any confusion.
Pros of Call Center BYOD
- Many people find it more convenient to use their own devices rather than those provided by their employers.
- Employees can use their own laptops, smartphones, or tablets that they are already familiar with.
- Training time is reduced, support issues are reduced, and efficiency is increased.
- Companies save money by not having to purchase and maintain a separate
- Employees can respond more to customer inquiries by accessing work-related information and applications from anywhere, even outside regular business hours.
Cons of Call Center BYOD
- Personal devices may be less secure than corporate ones.
- Employee devices pose a greater risk of introducing viruses and other malware into the network.
- Employees with constant access to their personal email and social media accounts may be less productive.
How To Get Started with Implementing BYOD Today
Is your company finally ready to embrace BYOD? You’ve taken a crucial step toward assisting your company in increasing productivity and saving money. However, how can you incorporate BYOD into your workplace?
1. Define Your Objectives
What are your goals for implementing BYOD? Is it just to save money on hardware, or do you have other plans?
Once you know your goals, you can tailor your policies and procedures.
2. Select Reliable Software That supports BYOD
When it comes to employee personal devices, you must be extra cautious about the software you select. Free and low-cost apps may save you money in the short term, but they may eventually cost you more if they cannot support BYOD properly and securely.
Try TheVoIPGuru if you’re looking for a dependable tool that works with BYOD. It’s an excellent choice if you want an easy-to-use, secure, and up-to-date solution with advanced features.
3. Make a BYOD policy.
Again, this should outline what types of devices are permitted, what security and privacy expectations employees should have, and the consequences for noncompliance.
Consult with your IT department and lawyers to ensure that your policy is feasible and will help to improve security.
4. Employee Education
As soon as your policy is in place, ensure all employees are aware of it and understand it. Educating your employees on how to use these devices safely is also critical.
Furthermore, you may consider establishing a help desk or support team dedicated to BYOD issues.
A BYOD policy is an excellent way to cut costs while increasing employee productivity. Following all the advice we’ve provided here will ensure that you do it correctly.
Do you require assistance? You can contact us for a free consultation to learn more about the communication possibilities we can open for your business with The VoIP Guru Business solutions.