Handling sensitive customer information: On the phone or online?

Handling sensitive customer information: On the phone or online?

OABPO Blog Team Published on June 2, 2014

call-center-support-services--Open-Access-BPO
Should banks and healthcare providers handle sensitive customer information on social networks? Open Access BPO explains why call center support services should remain as the main channel for handling certain cases.

call-center-support-services--Open-Access-BPO---

The emergence of the multi-channeling trend has enabled companies to deliver customer service through any channel available today. This was largely brought by the public’s demand to get service through the platform they prefer and find to be the most convenient for them.

Brands yielded by bringing customer service to where their market spends much of their timeโ€”on social media. Now, Facebook, Twitter, and other social networks are used as customer service tools. Despite the customers’ preference to relay concerns online, however, they are still reticent about giving sensitive information, particularly financial data, on the Internet.

This is what Javelin Strategy & Research revealed in a report, saying that “the large majority of Americans have strong misgivings about mixing personal finances and social networks.” If this is the case, then how could your online representatives properly address problems that were sent to your brand’s social networking accounts?

Disclaim and remind

This should be a top commandment for companies, particularly those under the finance, healthcare, or any industry that handles personal, financial, or even basic contact information of customers. There should be a note posted prominently on your page stating that social media is a public space, so transactions and information that customers send could be visible for others to see. This should discourage them from including any data that could be compromising to their safety and privacy if spilled or stolen.

The reminders should be constant and staple in every message, too. On Twitter, for example, your representatives should reply to tweeted problems by asking users to discuss the matter further via direct message but not include PINs, passwords, and account numbers even on Direct Messages.

Redirect to phone

call-center-support-services--Open-Access-BPO--

If none of those important details should be divulged, then how can social media be an effective customer service channel? In cases that involve sensitive information, social networks work more of a bridge than a channel.

Online CSRs must only ask for the customers’ phone number so that the problem could be transferred and dealt with in a secure and appropriate channel, which is the phone. This is why for banks and healthcare providers, call centers remain to be the main point of contact even if customers initially brought an issue to a website.

To answer the main question, sensitive cases must only be handled in the most secure communication channel that your company uses. Between the phone and the Internet, the phone is still safer, considering the fact that there are more concrete laws protecting consumers from data threats in this channel. Until safer measures are implemented on the Internet, social networks must stay as an avenue for fixing less sensitive customer issues only.

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO1 day ago
Meet the diverse superheroes of our #ContactCenter team! From analytical minds to empathetic listeners, we've got it all.

Swipe through to see the incredible personalities, working styles, and motivators that make our customer service shine!

----------
Our #recruitment & training strategies are designed to get the best reps for your brand.
Oursource with us today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 day ago
#CallCenters need to build a consistent and memorable #CustomerExperience covering all channels, both digital and non-digital. You need a high-performing #multichannel team that can successfully implement your #CustomerService strategy.

Here's how: https://buff.ly/3qvoHui

----------
Let us create the multichannel program and team for your brand: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage`
Open Access BPO
Open Access BPO2 days ago
Among other benefits, ๐—ฐ๐—ผ๐—ป๐˜๐—ฒ๐—ป๐˜ ๐—บ๐—ผ๐—ฑ๐—ฒ๐—ฟ๐—ฎ๐˜๐—ถ๐—ผ๐—ป monitors and reviews user-generated content to:
โ€ข ensure the safety of customers;
โ€ข combat spam and potential scams;
โ€ข prevent misinformation and fake news;
โ€ข boost user experience; and
โ€ข cultivate an inclusive community.

๐—•๐˜‚๐˜ ๐˜„๐—ต๐—ถ๐—ฐ๐—ต ๐—ฐ๐—ผ๐—ป๐˜๐—ฒ๐—ป๐˜ ๐—บ๐—ผ๐—ฑ๐—ฒ๐—ฟ๐—ฎ๐˜๐—ถ๐—ผ๐—ป ๐—บ๐—ฒ๐˜๐—ต๐—ผ๐—ฑ ๐—ถ๐˜€ ๐—ฟ๐—ถ๐—ด๐—ต๐˜ ๐—ณ๐—ผ๐—ฟ ๐˜†๐—ผ๐˜‚๐—ฟ ๐—ฏ๐˜‚๐˜€๐—ถ๐—ป๐—ฒ๐˜€๐˜€?
Explore the fascinating types of #ContentModeration shaping the digital landscape: https://buff.ly/3WR5rn5

----------
Work with our content experts to build a community where everyone feels heard and protected: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO3 days ago
Preventing your customers from leaving your brand may not be as easy as it sounds, but here are 5 tips your outsourced #CallCenter's customer retention team must consider: https://buff.ly/3Nem7Sb

----------
Ensure brand loyalty with Open Access BPO's high-quality #CustomerSupport. Contact us today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerRetention
Open Access BPO
Open Access BPO3 days ago
#CallCenter Team Leaders drive progress and ensure top-notch service for your brand's customers.

Want to unlock the secrets to becoming an extraordinary leader for your team?
Here are the 5 biggest enemies of great leadership, along with a few tips on how to be a good leader: https://buff.ly/45LagCr

----------
Partner with Open Access BPO. We have great call center agents and team leaders to guarantee your brand's growth: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
To build a truly customer-centric organization, your #CustomerExperience team must be highly emotionally intelligent.

Here are the 5 advantages of cultivating #EmotionalIntelligence among your #CallCenter staff: https://buff.ly/43uHbcu

----------
Connect with an #outsourcing firm that can deeply connect with your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CX #CustomerSupport
Open Access BPO