How can call centres manage their customer data?

How can call centres manage the customer data
Photo: AndreyPopov, Bigstock

With every passing day, the pressure on companies to keep customers happy is increasing. For the same reason, outsourcing is preferred by businesses. To exceed customer expectations, every outsourcing contact centre collects customer data.

Customer confidence always gets impacted whenever companies fail to manage sensitive data. As per a report, 64% of customers don’t waste even a minute in cutting the ties with the company whenever classified information gets compromised.

To maintain the business’s credibility, it is paramount to manage customer data to avoid any breach.

Do you really want to manage customer data up to the perfection? Have a look at the following tips that will surely help you regarding the same:

Make the data privacy policy transparent

Well, no one can deny this fact that trust is one of those strongest pillars on which businesses of all sizes stand. Keeping your customers in the dark simply means you are betraying them, which, in turn, leads to a high customer attrition rate.

It is imperative for every outsourcing contact centre to make the data collection policies transparent. This is because customers have every right to know how their personal data will be used. To leave an everlasting impression on customers, it is highly important to ensure that customers always get updated about the new changes made in the data privacy policy.

Collect what you really need

What is the most effective way to manage customer data? ‘Collecting what business really needs.’

Moreover, collecting only the crucial data not only helps in streamlining processes but also builds customer confidence.

Gathering vital information could help in protecting customer data, which, in turn, helps to bolster the business’s reputation. On the other hand, asking for too much information may give a reason for customers to switch to a competitor.

All in all, it is significant for every lead generation call centre to find out how much data is required to keep the success ball rolling.

Don’t take security for granted

To ensure a long-term association with customers, it is very important to ensure that customer data doesn’t get compromised. Usually, customers provide their personal information from contact numbers to resident address because of the implied trust. Hence, the ball is in your court to keep all the sensitive information safe. Owing to this, you can bring encryption technologies into play.

To build customer confidence, it would be highly beneficial to let customers know what technology you are using to ensure the security of their data.

Apart from that, it is imperative for every outsourcing contact centre to ensure that agents don’t ask for any sensitive information over social media platforms. All confidential data should be communicated via secure channels such as email, telephone and sms.

Provide top-notch training

Customers tend to appreciate that you’ve put effort into collecting and protecting their data. But this doesn’t mean much if your agents don’t aren’t doing their jobs correctly. There are many reputed BPO firms that have a BYOD (bring your own device) policy to boost the agent’s job satisfaction level.

This policy allows the agents to do their work by using their personal electronic devices.

However, it’s important to provide training in such a way that it helps agents in understanding the importance of customer data. It’s even better when you ensure that agents have all the required software training to avoid risking a security breach.

Moreover, you can also make some necessary changes in the BYOD policy to enhance data security. However, be careful of giving your agents too much freedom in using their own devices, less it affect their job performance.

Final thoughts:

Throughout this article we have discussed a few vital tips that will surely help in managing customer data in call centres.

It is imperative for business owners to understand customer data utilisation and to ensure they are have policies in place to protect said data in the event of a breach.

Apart from that, it is also useful to keep abreast of data privacy laws so that you are always one step ahead.

Moreover, it would be beneficial to cut down on unnecessary data collection. This aspect could reduce the pressure of managing large amounts of customer data.

For more information, you can reach us in the comment section.