Eckoh Research Reveals US Consumers’ Concern Over Home-Based Contact Center Agents Posing a Risk to Their Data Security

First-party research reveals that consumers will shop around if brands fail to meet their data security and privacy expectations

Research released today by Eckoh plc (AIM: ECK), the global provider of Customer Engagement Data Security Solutions, revealed that data security is a key concern for consumers today.

89% of US consumers stated that it is important the companies they purchase from ensure their payment information is kept secure when handled by a contact center agent – and despite hybrid working becoming prevalent across the contact center industry, they are deeply uncomfortable sharing payment or personal data unless they know those work at home agents are properly secure.

78% of consumers want companies to be more open about the security measures in place to protect their data when in the hands of a contact center agent working from home. The findings also revealed that consumers will act if they feel their data security is threatened. If it became apparent that an agent working from home was not completely secure 26% of all consumers would not engage with that brand again.

Consumers want companies to be more honest if they have contact center agents working from home, according to 74% of those surveyed. While 76% agreed they are more likely to engage with an organization that has put robust measures in place to ensure the security of payment information or personal data being handled by a contact center agent who is working from home.

“It is vital that brands take these concerns outlined by their customers seriously and engage with them openly on issues such as security and privacy while ensuring the measures they have in place are robust. It is clear from the results that home working agents who have the right technology in place to take payments and handle sensitive data securely, while remaining engaged with the customer, provide the most reassurance and the best customer experience,” says Nik Philpot, Chief Executive Officer at Eckoh.

Download the full report: Hitting Home: How Secure is the Home Contact Center?

About Eckoh

As a global provider of Customer Engagement Data Security Solutions, Eckoh is all about making the world of data more secure.

Our vision is that everyone should be able to trust every brand and engage without risk to their personal information. We’re on a mission to set the standard for secure interactions between consumers and the world’s leading brands, and our innovative products build trust and deliver value through exceptional experiences.

For more information go to www.eckoh.com or email [e-mail].

View source version on businesswire.com: https://www.businesswire.com/news/home/20240625978255/en/

Ruth Oakey, Global Marketing Director 866.258.9297 [e-mail]