The telephone is still a popular customer service and support channel, but unstructured voice communications present security risks and compliance challenges, particularly in a work-from-home (WFH) environment.
In an increasingly digital world, people continue seeking ways to make human connections. Automated-response bots, live chat, social media, and email are all cheaper channels than voice, but demand for empathetic human relationships remains high. To put it another way, high tech can’t fully replace high touch in CX.
Telephone Channel Popularity Statistics
Among the communication channels customers use to resolve service issues in the United States, 42% of respondents to a 2020 survey stated that they prefer phone calls over other channels.
A Yext survey revealed an even higher percentage of phone preference — 50% of respondents said they call customer support for financial or healthcare service issues.
Remarking on the prevalence of telephone use for customer care, CX strategist Peter Ryan said, “In the most recent study that we did, looking at the different channels that organizations are leveraging for their customer experience management, 100% of enterprises we spoke to are still using voice and are using it robustly.”
Risk Factors Associated with Telephone Channel
It’s easy to understand the reasons why voice communication is widespread. There’s nothing like hearing a friendly, empathetic voice on the other end of the line, eager to help. But so are the reasons why it presents such security risks in a WFH setting.
Implementing security protocols like clean desk, access control, and software updates are integral risk prevention policy components for in-office contact centers. However, it’s much harder to fully safeguard PCI and PII remotely — until now.
Interactions Trustera masks PCI and PII in real-time, so agents never hear it, ensuring compliance, mitigating risk, and protecting your customers, agents, and contact center.
To learn more about how Interactions Trustera keeps sensitive customer data safe, check out our webinar.