GoResponse Telephone Answering Service Staff

Call centres with better fraud protection more attractive to consumers

Fraud protection has become greatly important to consumers, with many people worrying about having their credit and debit card details stolen, either online or over the phone. For this reason, call centres must take appropriate steps to safeguard their customers’ details, ensuring that people have confidence to share their data.

In a new study, it has been shown that telephone answering services that are able to show evidence of doing more to prevent credit card fraud see a marked rise in demand from consumers. Just one per cent of people believed that paying over the phone by providing agents with card details was the most secure way to keep details safe. 53 per cent, meanwhile, believe using chip and pin options are the best way. In addition, many people are reluctant to make telephone payments because of perceived risks, with 59 per cent of people opting to avoid such scenarios. However, 43 per cent of people said they would buy over the phone if call centres clearly demonstrated using secure payment methods.

Simon Beeching, director of Syntec Telecom, the author of the report, said: “Our research clearly shows that an increasing majority of consumers have serious concerns over card payments by phone. Consumers are now saying they will positively favour brands and call centres that can provide tangible reassurance over their card payment security.”

With 72 per cent of customers overall saying that call centres must do more to stop card fraud, it is vital for firms to ensure the right procedures are in place.

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