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.
Infographic
Take a peek at key stats on what US consumers think about contact centers agents at home
Quick read
Our overview of what we heard from consumers and contact center agents themselves
Wrap-up Webinar
Join our webinar, where we’ll be outlining the key findings from the research and delve deeper into the story behind these statistics
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.
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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.