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Industry Research : Security and Privacy are Top Concerns for Customer Service Interactions

#contactcenterworld, @CGSinc

CGS, a global provider of business applications, enterprise learning and outsourcing services, announced the findings from its 2019 CGS Customer Service Security and Compliance Survey. The results showed that despite demands for faster, more personalized interactions, consumers have strong opinions when it comes to their security and privacy rights. With reports from the latest Edelman Trust Barometer showing that only 49 percent of the U.S. general population trusts businesses (down from 52 percent in 2017), companies must work to strike a balance between providing a tailored customer experience and respecting their customers’ data preferences.

CGS surveyed more than 500 U.S. consumers to assess their preferences and concerns around customer service interactions. The survey looked at what types of information individuals are willing to share, how they are willing to share (e.g., through a human agent, social media, chatbot) and any apprehensions they have with sharing their personal data. Key findings from the survey include:

Automated Technology Still Lacks Consumer Trust

Despite the rapid adoption of mobile and artificial intelligence (AI) technology, almost 60 percent of respondents still believe that phone interactions are the most secure customer service channel. In fact, more than two-thirds (68 percent) of respondents said they don’t trust automated technology with personal data including birthdates, account numbers and social security numbers. As more businesses adopt automated and AI-driven service solutions, they must be transparent about how customer data will be stored and managed to encourage consumer confidence in next-gen technology.

"Companies must focus on the customer journey and not just on the newest technology," said John Samuel, EVP, CGS. "AI can be beneficial to a business, including customer service, but it shouldn’t be relied upon as a standalone solution; rather it should be assessed as a tool to complement customer support representatives. With low unemployment, companies will need to be more creative with their resources and implement technology that can help automate processes that aid their staff, who in turn can focus on the business’s highest priorities – its customers."

Past Experiences with Data Exposures Leave Consumers Feeling Vulnerable

Data breaches have become commonplace for many consumers: 63 percent of respondents reported receiving an alert that their personal data had potentially been exposed or breached. Such experiences are affecting future interactions. Nearly 70 percent of respondents said they are unlikely to return to a company that has exposed their personal information. With data exposures and breaches happening more frequently, companies must have a plan in place as to how they will notify customers if an incident occurs. Being completely prepared for data vulnerabilities may be impossible, but offering remediations and additional protections in the future could help rebuild consumer trust.

"With talks of U.S. privacy legislation on the horizon, the time is now for businesses to adopt the technology and process that will address consumers’ security concerns," said Michael D. Mills, SVP, Global BPO Solutions, Contact Center division, CGS. "In customer support services, we all need to be more cognizant of consumers’ privacy and the local compliance requirements, making it the forefront of the business. With ever-changing technology and consumer expectations, all industries need to ensure they are prepared for the regulatory needs of today and the future."

Consumers Consent to Providing Information – If They Trust the Brand

Although consumers are looking for personalized interactions, they are wary of sharing their information with companies. When asked if they would give a company the authority to store their information for future interactions, only three percent of respondents said they would always give consent. More than half of the respondents (56 percent) would give consent if they trusted the brand, but 41 percent would never allow their information to be stored, citing security concerns.

Additionally, consumers are uncertain about how their data is currently being managed by companies. Only 15 percent of respondents felt that they have a clear understanding of what information is being stored from their interactions with companies. While personalized customer service interactions are essential to success, organizations must demonstrate respect for their customers’ data privacy preferences. This means being transparent with customers about how their data will be used and protected.

#contactcenterworld, @CGSinc


About CGS:
Company LogoFor over 30 years, CGS has enabled global enterprises, regional companies and government agencies to drive breakthrough performance through business applications, enterprise learning and outsourcing services. CGS is wholly focused on creating comprehensive solutions that meet clients' complex, multi-dimensional needs and support clients' most fundamental business activities. Headquartered in New York City, CGS employs more than 7,500 professionals across North America, Latin America, Europe and Asia.
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Today's Tip of the Day - Play Your Agents Their Calls

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

Published: Tuesday, April 2, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Recording

 
1.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
PH: +1 917 475 9200

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
PH: +1-773-325-0608

5.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

6.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
PH: 3109672003

7.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933
 

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