GoResponse Telephone Answering Service Staff

Call centres must alleviate consumer concerns

It can often become essential to outsource call centre work to companies who are more easily able to provide the consumer care that businesses strive so hard to achieve. However, a new customer survey has revealed that individuals fear security breaches at telephone answering services and worry that their data could be stolen.

In a new survey of 2,000 people, it was revealed that 46 per cent worry that their personal data, such as bank details and identities, could be stolen from financial call centres. Whilst customers revealed that they believed banks to be the most insecure institutions, 40 per cent and 37 per cent of people highlighted safety concerns for mobile phone companies and retail outlets respectively. Meanwhile, just a tiny 5 per cent said that they’d be happy to share their personal details with call centre agents. However, 51 per cent of customers also said that they preferred to have fewer passwords and failsafes in place.

Simon Culmer, an expert in the industry, said: “Contradictory attitudes leave businesses stuck between a rock and a hard place. But the research also suggests that people are becoming increasingly security savvy. Firms need to build back confidence in traditional transaction methods.”

The results indicate that call centres need to do a lot of work on their image in terms of security. For those who manage to convince customers that details are safeguarded, great consumer satisfaction is likely to be noted.

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