Eckoh Research Reveals US Consumers’ Concern Over Home-Based Contact Center Agents Posing a Risk to Their Data Security
25 Giugno 2024 - 3:00PM
Business Wire
First-party research reveals that consumers
will shop around if brands fail to meet their data security and
privacy expectations
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.
Download the full report: Hitting Home: How Secure is the
Home Contact Center?
About Eckoh
As a global provider of Customer Engagement Data Security
Solutions, Eckoh is all about making the world of data more
secure.
Our vision is that everyone should be able to trust every brand
and engage without risk to their personal information. We’re on a
mission to set the standard for secure interactions between
consumers and the world’s leading brands, and our innovative
products build trust and deliver value through exceptional
experiences.
For more information go to www.eckoh.com or email
MediaResponseUK@eckoh.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20240625978255/en/
Ruth Oakey, Global Marketing Director 866.258.9297
mediaresponseuk@eckoh.com
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