Bank contact centres top list of data security concerns for customers

Avaya survey shows companies risk losing out on business due to fraud fears

Banks have topped a list of organisations creating data security concerns for customers, a report has claimed, with call centre fraud one of the main worries.

A survey of 2,000 UK consumers conducted by Avaya and contact centre solutions provider Sabio, showed that financial companies present the greatest risk when handing over personal details.

Almost half of respondents, 46 percent, were worried about high level data breaches at financial institutions, compared to 40 percent for mobile operators, and 37 percent for retailers. However the largest risk was considered to emanate from contact centres, with 45 percent citing this as a starting point for fraud. According to the survey, online 5 percent believe that it is secure to hand over bank details over the phone to a bank employee.

Most customers, 81 percent, would be more confident entering a password on a keypad for authentication, while 51 percent are happy to use voice biometrics, a technology which is relatively uncommon in the banking sector.

The survey claims that banks themselves are losing out on business due to fears over data security and contact centre fraud. Some 55 percent were frustrated that the bank didn't have a 'fully integrated contact centre' meaning that they would have to hand over personal details on more than one occasion, increasing the likelihood of fraud. Also, 51 percent said that they were put off by service providers which required too many passwords and security details.

Simon Culmer, UK managing director for Avaya, said that the use of technology is important to reassuring customers about data security.

"Consumer trust in technology is key," he said. "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."

Kenneth Hitchen, Founding Director, Sabio, added: "The research suggests that consumers are becoming increasingly security savvy. Businesses need to build back confidence in traditional transactions methods.

"Customer service technology can help them achieve this, whether creating confidence in the secure nature of their own contact centre organisations or encouraging the merchants that depend on their transaction services to do the same."

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