Nearly half of UK bank customers are worried that their details could be either lost or stolen by a bank call centre or branch, according to a survey by call centre technology vendors Sabio and Avaya.

The research revealed that 95% of consumers thought sharing card details with a person over the phone was unsecure.

In contrast, 81% felt more comfortable entering a password on a keypad to confirm their identity when contacting a call centre.

The two vendors found that banks top the list of organisations consumers trust least with their personal data.

A total of 46% of the 2,000 people surveyed said they were worried about the bank being a source of fraud, compared to 40% for mobile phone companies and 37% for retailers.

The biggest security risk is seen to come call centres, with nearly half (45%) of those surveyed citing this as the starting point for fraud.

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Simon Culmer, managing director UK at Avaya, said: "Consumers’ contradictory attitudes leave businesses stuck between a rock and a hard place.

"Consumer trust in technology is key and should be used to reassure customers that their security concerns are being addressed while simultaneously improving the customer experience, speeding up the time and driving down the cost of each and every customer service interaction."

Kenneth Hitchen, founding director of contact centre technology provider Sabio, said consumers were becoming increasingly security savvy.

He added: "Businesses need to build back confidence in traditional transaction methods.

"Customer service technology can help them achieve this, whether creating confidence in the secure nature of their own contact centre organisations or encouraging the merchants that depend on their transaction services to do the same."


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