In a few short weeks, the KomBea team will be headed to the 2017 CNP Expo in Orlando, Florida. The CNP Expo is the fastest growing gathering in the world of Card Not Present merchants from across industries in the same place, at the same time. The Expo is one of the best opportunities to meet business leaders who are passionate about solving the problems that we have dedicated solutions to fix. What could be more impressive than getting the chance to meet with industry professionals who have all made a commitment to improving the way they serve their customers’ payment and security needs? If you ask us, not too much.
Representing industries including retail, software, e-commerce and more, the CNP Expo attendees all have one thing in common: they all take payments online, over the phone or via a call center employee. And as we are all aware, this brings a host of unique challenges, from fraud and security breaching to time-efficiency.
According to the IBM 2016 Cost of Data Breach Study, in the United States, the average cost of a single piece of lost or stolen recorded information could cost a company $221 each. This adds up to an organization paying on average upward of $7.01 million in order to recover from incidents in which a customer’s information was compromised. Another report, discussed in SC Media, explains that these numbers can be much more costly for call centers — upwards of $17 million to $27 million for a call center that receives 40 million calls a year. This hit to a bottom line is unacceptable, yet avoidable.
The landscape is also affected as consumers are becoming more and more wary of providing sensitive information over the phone. U.S. News & World Report encourages its readers to “be wary of who you trust” when giving out the security code on the back of a credit or debit card. In this age of hyper-vigilance regarding surveillance and the potential invasion of privacy, this customer mentality will likely prove to be steadfast as less and less customers feel comfortable providing information over the phone to the agents working in your call centers. This understandable caution can result in slow-downs for industries and centers that require over-the-phone payment or personal identifiers.
Increasing Your Customers’ Confidence
One way to divert this caution is by providing overt legal disclosures and order summaries that are free from human error. The importance of reassuring your customers that their confidential information will be secure and protected cannot be overemphasized, yet this reassurance is not enough to ensure that this crucial task will be taken care of.
We are excited for the opportunity to talk with attendees at the CNP Expo about the problems that are plaguing the call center business and discuss how these issues manifest themselves in the work of different companies throughout various industries. Without the chance to hear from industry leaders like yourselves, we would not be able to refine our products in ways that can better serve our customers. Luckily, we have found that many of these issues can be alleviated by introducing two of our leading product solutions into call centers across the country: SecureCall and ExactCall.
About SecureCall & ExactCall Solutions
SecureCall works to remove the element of stress that affects both the caller and the call center employee. Callers can give sensitive information over their phone’s keypad instead of giving it vocally, while agents remain on the call without seeing, hearing or accessing the callers’ confidential information. SecureCall pairs beautifully with another of our solutions, ExactCall, which helps your agents deliver required information using pre-recorded audio files, thus avoiding the element of human error. Using pre-recorded information including legal disclosures, order summaries and reservation details guarantees that your agents are in compliance and the information is correct. By providing your callers with a secure way to provide sensitive data and always 100% correct legal information, your callers can feel more secure and less concerned about sharing their information, thus building trust in your organization and lifting sales.
If you or your business will be attending the 2017 CNP Expo in Orlando on May 22, come visit our booth to chat with our solutions professionals and request a demo of any of our call center solutions, including SecureCall and ExactCall.
Regardless of whether or not you will be able to be in attendance at the conference, you can follow us along by liking our LinkedIn and Facebook pages. To learn more about the 2107 CNP Expo or to register, we invite you to visit their website: http://www.cnpexpo.com/.