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Customer Loyalty

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:

  • Let them know the dangers of telling protected information to a live person: Even though customers often trust call center agents implicitly, it helps to show the customer that you aren’t taking advantage of their openness. Instead of having them relay critical data to an actual agent, have them leverage a secure platform that lets them enter in protected information via their keypad, and make sure they know that even the agents on the other side can’t see their input.

  • Make sure they know how you’re storing their data: When customers know how and where their data is being stored, they’re likely to be more diligent about security protocols in the future. Make sure they know that their protected information is safe and secure to give them an additional peace of mind.

  • Ensure they know that human mistakes are common: Sometimes, customers can feel uncomfortable engaging with automated technology instead of human agents. If they are hesitant, it can help to explain why technological safeguards are in place to protect against human error and mistakes, which can often lead to security breaches, legal issues, and customer dissatisfaction.

  • Keep them in the loop on your other security protocols: At the end of the day, customers like to know how your team is working to ensure their protection. Having a disclaimer at the beginning of conversations that mentions a security measure or including a blurb on your website about security ensures customers that your organization keeps customer satisfaction and protection at the forefront of everything you do.

    • 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.

    Posted in Blog

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