Hitting Home:

How Secure is the
Home Contact Center?

Most consumers are uncomfortable with contact center agents handling their personal details while working from home. Many are even prepared to take action against brands they mistrust. Find out why – and what you can do to minimize the risks to your business.

Home working has become a mainstay of the contact center industry in recent years. But while agents and organizations benefit from increased flexibility and productivity, consumers are less satisfied.

In our Hitting Home report, we spoke to consumers and found deep discomfort with sharing personal details and payment information with agents working at home.

Worries about data security in exposed domestic spaces can lead businesses to lose customers and suffer brand damage.

Consumers fear contact center agents working from home are a risk to their data security and privacy

89% of consumers

...think it is important that the companies they purchase from make sure their payment information is secure

53% of consumers

...do not want to share their payment information or personal data with contact center agents who are working from home

55% of consumers

...consider contact center agents who are working from home a risk to their personal privacy

44% of consumers

...don't feel comfortable sharing payment information or personal data with an agent working from home

Understand consumers’ discomfort with their data being handled at home - a potentially unsecure environment

Discover how consumers would respond to insecure home environments, and what the impact would be for your business

Explore consumers’ attitudes towards different types of personal data and different industry verticals

Learn which security steps and transparency measures would restore consumer confidence in your home working strategy

Download our free Hitting Home report now

Minimize the risk from home contact centers

Find out what your customers think about dealing with contact center agents in their own homes. Gain insights into agents’ real experiences. Identify solutions to enhance security, improve consumer confidence and safeguard customer loyalty.

See some key findings for your specific sector

Infographic

Take a peek at key stats on what US consumers think about contact centers agents at home

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Quick read

See what contact center agents really think about working from home

Read the blog

Focus Group

We ran a focus group with contact center agents to dive into their views and experiences of hybrid working or WFH, see our findings

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“I try not to let it on that I’m working from home. I don’t mention it at all. I just feel like it’s something that they don’t need to know.”

Contact center agent | Eckoh focus group

“I don’t think they necessarily know, and my company actually prefers that they don’t know, which is why they don’t allow any noise in the background.”

Contact center agent | Eckoh focus group

“It saves me time on commuting to work... I can work anywhere in the country via WiFi. It’s just a lot of opportunities and flexibility. I can relocate if I have to, and just still work anywhere in the country.”

Contact center agent | Eckoh focus group

Trusted Market Leader

We’ve helped many businesses secure the home environments of their contact center agents, and we’re trusted by the world’s leading brands to provide technology that’s fast, effective and compliant.

We know how important it is to deliver a secure experience for customers, protecting their personal data and protecting your revenue and reputation.

With our secure engagement and payment tools, your agents can drive up trust, satisfaction and sales across channels, whether they are working on-site or in a home environment. Customers get fast and convenient experiences that make them want to leave good reviews and reward you with their loyalty.

BMW

Have any questions?
Get in touch

Download the Report

Minimize the risk from home contact centers

Find out what your customers think about dealing with contact center agents in their own homes. Gain insights into agents’ real experiences and identify solutions to enhance security.

Hitting Home:

How Secure is the
Home Contact Center?

Most consumers are uncomfortable with contact center agents handling their personal details while working from home. Many are even prepared to take action against brands they mistrust. Find out why – and what you can do to minimize the risks to your business.