NEWS & EVENTS
New Research Reveals: Consumers Crying Out For Better Personal Data Security In Call Centres
- Six million consumers end relationship with organisations each year due to call centre security concerns
- Consumers struggle with multiple passwords and inefficient security processes
- Banks, retailers and mobile operators fare poorly in consumer perception stakes
"Consumers' contradictory attitudes leave businesses stuck between a rock and a hard place. By focussing on the three 'S' – service, speed and security – brands can improve customer lifetime value, strengthen security and increase brand loyalty. Consumer trust in technology is key. It should be used to reassure customers that their security concerns are being addressed while simultaneously improving the customer experience, speeding up the time and driving down the cost of each and every customer service interaction."
Simon Culmer, Managing Director, UK, Avaya
Kenneth Hitchen, Founding Director, Sabio
Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit www.avaya.com.
Sabio is a specialist contact centre and unified communications systems integrator focused on delivering exceptional customer contact strategies and solutions based on best-of-breed technologies from leading organisations such as Avaya, Nuance and Verint. Sabio offers business consulting, systems integration and managed services and has worked with many major organisations across the UK including Argos, Brewin Dolphin, BT Business, Business Stream, Eurostar, Leeds City Council, Office Depot, Scottish Widows and Thames Water. For more information, visit www.sabio.co.uk, follow us on Twitter at http://twitter.com/sabiosense
Sabio and Avaya commissioned Davies Hickman Partners, an independent research consultancy, to complete a nationally representative survey (excluding NI) of 2,035 online consumers in January 2013.