Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Industry Research : Despite Privacy Concerns, Consumers Will Share Personal Data

#contactcenterworld, @24_7_inc

A recent study conducted by YouGov on behalf of customer experience company [24]7, reveals consumer willingness to share data with companies is tied directly to their desire to save money or resolve customer service issues faster. Nearly half (43 percent) of the more than 1,000 consumers surveyed agreed that they would exchange personal data with companies to save money through personalized promotions, discounts or deals, followed by 39 percent looking for speedier issue resolution. Off-target messages and privacy concerns proved to be the biggest deterrents for consumers receiving personalized marketing messages.

Cost-savings are universally seen across all age groups as the top benefit to sharing personal data – information such as e-mail, age, location, interests, previous purchases, etc. – with millennials’ willingness to share data for deals (49 percent) slightly outranking GenXers (44 percent) and baby boomers (38 percent).

Relevance Plays a Big Role in Consumers’ Appreciation or Rejection of Personalized Messages

According to the survey, relevancy is the primary reason consumers embrace personalized marketing messages (26 percent). But off-target messages irritate consumers, with a similar percentage of respondents stating that irrelevancy was on par with invasion of privacy as a major cause of annoyance. Twenty-nine percent said irrelevant messages were the leading reason they were bothered by personalized messages. Slightly more than that (32 percent) cited "it felt like an invasion of privacy" as the top reason they disliked a personalized message. Privacy concerns ranked high among consumers, with 28 percent stating, "I don’t like it when companies have my information when I don’t explicitly provide it" when asked about their overall feeling towards companies using personalized data.


Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!

FIND OUT MORE HERE


Content continues ….



Banking and Insurance Industries Earn High Marks While Telecom Ranks Last

The survey also reveals consumers see marked differences in their experiences with insurance and financial services companies, which received the highest approval ratings – nearly half of the consumers (48%) felt financial services companies and 50% felt insurance companies make good use of their personal data to deliver a better experience. These two industries outperformed retail, travel and hospitality, utilities and telecommunications in consumer perception, with the telecom industry receiving the lowest ranking (38%). And when asked, over half of respondents (53 percent) were doubtful that providing additional information to cable, phone and internet providers would lead to an improved experience.

More Data Shared Leads to Higher Expectations

Almost half of those surveyed (47 percent) had higher expectations about their customer exprience as a direct result of sharing personal information with companies, with age proving to be a significant factor. The younger the respondent, the higher their expectations, with over half (59 percent) of millennials noting the more data they share the higher the expectations for a better customer experience, followed by Generation X (47 percent) and baby boomers (38 percent) respectively.

While consumers are willing to share more personal data, they are particular about when and why. For example, 22 percent surveyed are open to sharing personal data after buying a product or service in exchange for an improved level of customer service in the future. Likewise, 16 percent would share data post-purchase to receive ongoing information from the company, and 17 percent only want to share information if they encounter an issue that requires resolution. However, trust continues to be a deterrent to disclosing personal data, with 27 percent of consumers stating they would not share their information at any point.

"If used correctly, consumer data can play a valuable role in improving the customer experience, but this information should be used wisely to avoid alienating customers," said Scott Horn, chief marketing officer, [24]7. "The key to a great customer experience is dependent on companies’ ability to understand a consumer’s true intent. If companies understand precisely what a customer is trying to do and where their interests lie, they can deliver a more personalized interaction that doesn't feel intrusive."

The study is based on a survey of 1,145 U.S. consumers. All figures, unless otherwise stated, are from YouGov Plc. Fieldwork was undertaken between 21st - 22nd March 2017. The survey was carried out online. The figures have been weighted and are representative of all US adults (aged 18+).

#contactcenterworld, @24_7_inc

Posted by Veronica Silva Cusi, news correspondent
Source: 24/7

Today's Tip of the Day - Train In Sensitivity

Read today's tip or listen to it on podcast.

Published: Monday, April 10, 2017

Printer Friendly Version Printer friendly version

2021 Buyers Guide Recruitment Products/Services

 
1.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

2.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

3.) 
Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!

4.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

5.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

6.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 

About us - in 60 seconds!

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =