Study and Effect of Architecture Deployed in BPO on Screen Recording Compliance for In-Centre Versus at-Home Agents

In business process outsourcing (BPO), Voice and Screen recording systems are deployed. Deploying these systems addresses the varied BPO needs such as compliance, quality management, improving customer experience, and dispute resolution. As per the architecture, recording systems record the agent and the customer voice. In addition, they screen capture the transactions carried out by an associate on his desktop—while handling the customer. The associate can be either physically on the BPO premises connected to the LAN (in-centre) or work from home (WFM) which allows to work at-home in any country. The main purpose of this study is to compare the recording effectiveness between associates operating in the contact centre premises (in-centre) verus associates working from home. The experiments show that there is a difference in the percentage of recordings achieved for in-centre associates verus the recordings carried out for work-from-home associates. The results clearly point out the need to bring about architectural changes to improve the effectiveness in the recordings at both types of working places. This paper also undertakes the experiment to verify if rebooting or restarting a user desktop at the end of each shift can impact recording percentages in a positive manner.