While customer loyalty should always be top-of-mind during any contact center interactions, empowering customers probably isn’t always the end goal. Today’s contact center agents, however, should strive to empower and educate customers to build a strong, loyal relationship. In reality, customers rely heavily on contact centers to keep their personal data safe and secure. Many customers don’t think twice before rattling off protected data (think: social security numbers, addresses, etc.) because they have blind faith in an agent’s ability to protect them from fraud.
This blind faith consumers place in call centers isn’t completely ungrounded, either. Over 87% of IT organizations believe their security is up to par, according to a recent survey. Unfortunately, 71% of those same organizations suffered a breach in security in the past year. It’s now the responsibility of contact center agents themselves to empower their customers to pay attention to security protocols and practices.
Empowering Your Customer
So what are some steps your contact center can take to empower your customers?
Let’s look at some easy ways to bring security to the forefront of customer interactions:
Building Strong Customer Relationships
With these security measures out in the open to empower and educate your customers, your organization can build strong, loyal customer relationships. Customers appreciate brands that focus on their protection and security, and clear attention on these aspects of the customer relationship can help boost satisfaction as well. Visit our Case Studies page to read about how this can also save time and money.
With a strong defense system in place, your customers can feel confident and assured that their protected data is in the right hands. You can learn more about customer loyalty and data security on our Compliance Security Technology page.