Research released today by Eckoh plc (AIM: ECK), the global provider of Customer Engagement Data Security Solutions, revealed that data security is a key concern for consumers today.
89% of US consumers stated that it is important the companies they purchase from ensure their payment information is kept secure when handled by a contact center agent – and despite hybrid working becoming prevalent across the contact center industry, they are deeply uncomfortable sharing payment or personal data unless they know those work at home agents are properly secure.
78% of consumers want companies to be more open about the security measures in place to protect their data when in the hands of a contact center agent working from home. The findings also revealed that consumers will act if they feel their data security is threatened. If it became apparent that an agent working from home was not completely secure 26% of all consumers would not engage with that brand again.
Consumers want companies to be more honest if they have contact center agents working from home, according to 74% of those surveyed. While 76% agreed they are more likely to engage with an organization that has put robust measures in place to ensure the security of payment information or personal data being handled by a contact center agent who is working from home.
“It is vital that brands take these concerns outlined by their customers seriously and engage with them openly on issues such as security and privacy while ensuring the measures they have in place are robust. It is clear from the results that home working agents who have the right technology in place to take payments and handle sensitive data securely, while remaining engaged with the customer, provide the most reassurance and the best customer experience,” says Nik Philpot, Chief Executive Officer at Eckoh.
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