Summary

Peak Support, a fully remote Business Process Outsourcing (BPO) company, successfully implemented Teramind’s monitoring solution to address employee engagement challenges, mitigate internal security threats, and facilitate process improvements. By deploying Teramind across their organization, they’ve enhanced their ability to monitor performance, strengthen security measures, and develop more targeted coaching strategies for their teams.

Company Background

Peak Support is a rapidly growing BPO company founded in 2015 and based in Cambridge, Massachusetts. The company provides exceptional customer service and business process outsourcing to high-growth companies worldwide. Led by CEO Jonathan Steiman, Peak Support offers a wide array of services including customer support, sales operations, technical support, and back-office processes.

As a primarily remote organization, Peak Support provides IT hardware to all employees to ensure they can perform their duties effectively while maintaining security in a distributed work environment. The company prides itself on a rigorous recruitment process that prioritizes their core value of “Do The Right Thing,” accepting only 1 in 50 applicants and employing agents with an average of 8 years of experience.

With operations across the Philippines, United States, Latin America, and Eastern Europe, Peak Support has built a reputation for delivering high-quality services with a focus on strong company culture. Their model has proven successful, maintaining a 95% quality assurance score and a five-year average client tenure, reflecting their commitment to excellence.

Challenges

Peak Support faced several challenges in their remote work environment:

• Performance Monitoring: Difficulty identifying employees who were not fully engaged in their work
• Security Concerns: Potential internal threats that could bypass existing safeguards
• Process Visibility: Limited insight into individual workflows, making it challenging to provide effective coaching and development

“Missing even one threat could have significant consequences for our company.”

Solution Evaluation Process

When evaluating potential solutions, Peak Support prioritized:

• Cost-effectiveness: Finding a solution that provided value without exceeding budget constraints
• Ease of deployment: Ensuring a smooth and efficient implementation
• Vendor support: Securing reliable assistance throughout integration and ongoing use
• Feature alignment: Matching capabilities with their specific needs

After a thorough assessment, they selected Teramind based on several key factors:

• Live screen monitoring capabilities: Enabling real-time activity observation
• Customizable desktop-level rules: Allowing tailored security and operational solutions
• Comprehensive vendor support: Providing reliable assistance throughout implementation
• Custom reporting capabilities: Generating insights tailored to specific metrics and objectives

Implementation

Peak Support’s Teramind implementation included:

• Role-based permissions: Established tailored access controls for each organizational role
• Automated deployment: Utilized Microsoft Intune to efficiently deploy the Teramind agent across all managed endpoints
• Single Sign-On integration: Implemented for effective access control management
• Feature utilization: Focused on live screen monitoring, activity logs, snapshots, and custom-built reports

“We efficiently deployed the Teramind agent across all our managed endpoints without the need for manual intervention, ensuring a timely and seamless rollout.”

Results and Benefits

Since implementing Teramind, Peak Support has observed significant improvements:

Enhanced Performance Monitoring

By combining traditional metrics (attendance, engagement, output, quality) with Teramind’s capabilities, they can now proactively identify and address employee engagement issues before they escalate.

Strengthened Security Measures

Teramind has significantly bolstered their internal security, providing greater confidence in safeguarding the organization against potential threats.

Improved Process Understanding

Features like snapshot viewing and custom reporting have facilitated deeper understanding of workflows and individual performance, enabling more targeted coaching and development strategies.

Effective Collaboration with Teramind

The company highlighted Teramind’s exceptional support and comprehensive documentation, which provided detailed guidance for setup and ongoing use. 

“What truly impressed us was the Teramind team’s commitment to addressing any issues or concerns we encountered. They consistently demonstrated a willingness to delve into challenges and provided exceptional support.”

Future Plans

Moving forward, Peak Support plans to:

• Develop more custom rules and reports
• Utilize Teramind’s scheduling features
• Categorize tools and applications as productive or non-productive
• Enhance the accuracy and effectiveness of reporting