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Industry Research : Survey Probes Into the Future of Customer Service, Considers Consumer Preferences Versus Contact Center

#contactcenterworld, @pcipal

Having surveyed nearly 3000 consumers and contact center professionals in both the UK and USA, research commissioned by PCI Pal(R), a global cloud provider of secure payment solutions for business communications, has found that 61% of consumers overall (81% in the UK and 40.4% in the US) feel that an increased use of technology to handle customer service inquiries, such as chatbots or self-service websites, increases an organization’s security risk.

Yet, with 55% of contact center professionals envisioning that fewer staff will be employed within contact centers within the next five years as a result of technology adoption, reassurances will need to be provided to customers on the security measures that are in place, to ensure trust is maintained.

Specifically, 20% of US contact center professionals felt that fewer contact center staff will be needed due to increased reliance on online or self-service technologies, while 21% of UK contact center professionals believe that less staff will be employed due to greater use of automated solutions or chatbots.

The survey found, however, that personal service remains king for UK-based consumers, with a collective 59% preferring some form of person-to-person contact if they have an inquiry about a product, prior to purchase. Specifically, 23% said they like the convenience of talking to a real person via live chat, 18% prefer to talk to someone over the phone, while a further 18% would go into a branch or store to talk to someone.

In the US, 35% of consumers would opt to speak to a customer service representative over the phone, followed by 25% who would prefer to use an online self service function to answer their own queries, and a further 17% using live chat with a real operative, showing a greater acceptance for technology-based customer support in conjunction with more personalized options.

Geoff Forsyth, CISO at PCI Pal: "It is clear that consumers still value personalized service, even with all the technology and customer service channels available to them, and so organizations need to make sure they are striking the right balance of people versus technology within the contact center environment."

"While around a third (32%) of contact center agents believe there will be a greater reliance on digital or automated customer service technology in the future, senior management have an opposing view. In fact, 34% of senior management felt there will be an increased focus on person-to-person contact, mindful that a truly personal service will always be valued by customers."

When asked about how contact centers have responded to the pandemic, there was some concern expressed by contact centers staff in relation to security with, overall, 52% believing they were at greater risk of a cyberattack due to agents working remotely from home.

In addition, just over two-fifths (22%) of respondents said they are not confident about one or more aspects of the data security within their organization’s contact center. When asked to explain why, 54% of those based in the US felt that limited or infrequent training was a factor, while 35% suggested that poor leadership or direction on data security rules and processes was a concern. In the UK, 41% agreed that limited or infrequent training was an issue, while 38% suggested that legacy technology is restrictive.

Conversely, consumer confidence hasn’t been affected during the pandemic with 48% of UK-based consumers and 42% of US-based consumers suggesting they are confident with how organizations are handling their personal data and payment information, compared to five years ago – with a further 37% ‘feeling about the same,’ illustrating no heightened concerns amid the pandemic. In fact, when consumers were asked how confident they are in how contact centers are handling their payment information, an impressive six out of every 10 consumers overall confirmed that they are confident.

Added Forsyth, "What is interesting is that while consumers appear to want to have the option of talking to a dedicated customer service representative when support or guidance is needed, the majority of both UK (48%) and US (59%) consumers stated that they prefer to pay for goods or services using an online link, with most suggesting that they feel it is more secure than other methods. It is therefore important that organizations deliver a truly omnichannel service to give consumers choice in how and when they connect and communicate with an organization, as this is clearly what consumers today expect."

#contactcenterworld, @pcipal

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About PCI-PAL:
Company LogoPCI-PAL is simple, easy to use and highly secure. It has been developed by contact centre specialists for the contact centre market and allows your agents to take payments without ever hearing, seeing or touching sensitive payment card data. When it comes to PCI DSS compliance, PCI-PAL were pioneers in the contact centre space and are in our third year of level 1 compliance to the standard. Our business has been contact centre payments for many years, with a long history in payments for business through both contact centre and fully automated. From experience we know how hard and expensive this is, so our aim is to make it as easy as possible for you to become compliant for all of your telephone transactions.
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Today's Tip of the Day - Utilize Time & Money Saving Tools

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

Published: Wednesday, January 26, 2022

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2024 Buyers Guide Telecoms

 
1.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

2.) 
PRILINK

Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

3.) 
Scopserv Integrated Services

ScopTEL IP PBX
The ScopTel IP PBX solution is a distributed software application
that can be installed on both virtual and physical servers, thus
offering a multitude of architectural designs from premise-based
servers to a centralized data center (DC) hosted WAN
environment. The application is distributed as an ISO which
includes the customized Linux operating system

4.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
 

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