Banks top the list of organisations consumers do not trust with personal data, according to research by Avaya and Sabio.
Business communications company Avaya and contact centre technology specialist Sabio found that six million people leave organisations each year because of call centre security concerns.
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The 2,000-person survey suggests concerns about personal data security and fraud lose banks business; 54% of people said they stopped using their accounts when a payment card was lost or stolen, and 20% said they switched financial services provider in this situation.
The research also found that 46% of people suspected financial institutions of high level breaches of security.
Avaya UK managing director Simon Culmer said consumer trust in technology is key to addressing the problem.
He added: "It 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."
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By GlobalDataThe survey found customers were reassured by automation and anonymity – human nature is seen as the weakest security link. Just 5% of people asked think sharing card details with human agents is secure, and 81% are more comfortable entering a password on a keypad to confirm their identity when calling a contact centre.
Kenneth Hitchen, founding director of Sabio, said businesses need to build back confidence in traditional transactions 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," he added.
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