Six times as many people are frustrated with call centres' 'tedious' security procedures than those who fear they are not secure enough, a new study suggests.
Customer service technology specialist Sabio published the results of a survey examining the state of data security in call centres, claiming that 10% of UK consumers have cancelled bank, retail and mobile phone accounts or contracts due to fears over the security of their data.
But at the same time the research reports high levels of frustration over security procedures, with 60% complaining call centres request security details when there is no need and 55% angry about having to repeat the same details on one call.
Sabio founding director Kenneth Hitchen said: "It is increasingly clear that there is real friction within organisations between those responsible for policing compliance and the customer service teams charged with delivering improved levels of customer experience.
"We recommend a number of potential technology innovations that can help organisations to make life easier for customers, including solutions that help you ensure the right security levels while easing the customer password load, that remove potential barriers to telephony commerce, and that allow you to identify and act on customer frustrations much earlier."
Established in 1957, BCS, The Chartered Institute for IT, promotes wider social and economic progress through the advancement of information...