Learn how an improved privacy strategy can increase market share

As the issue of individual identity and privacy become more complex, organisations need more disciplined responses to protect customer and organisational interests and comply with best practice.

For many organisations, Contact Centres are now the first and sometimes the only point of contact for their customers.

The Privacy Benchmark report helps organisations understand what their contact centres and agents need to do to better protect the privacy of their customers.

In line with the successful completion of the world’s first Privacy Benchmark study within the Banking sector, Global Reviews in association with Information Integrity Solutions (IIS) held a breakfast seminar, discussing the crucial role that a Contact Centres Privacy Strategy plays in building and retaining relationships with customers. The seminar took place on Wednesday, 19th October, 2011 at Global Reviews’ head office, attracting a great turn out from Australian tier-one organisations.

Malcolm Crompton, former Privacy Commissioner and Director of Information Integrity Solutions (IIS) kicked off the seminar by discussing how an improved privacy strategy can increase market share and become a valuable business tool, as opposed to just a compliance process for organisations. Malcolm, further provided an update on the latest changes in privacy regulations and how they may impact on organisations.

Peter Grist, Managing Partner of Global Reviews then closed off the seminar, drawing on his 10 years of benchmarking and change management experience within Contact Centres, providing insights from the latest Privacy Benchmark study. Peter further explored the underlying reasons of why Contact Centre agents breach privacy regulations and the underlying tension between good privacy practice and wanting to help the customer.

If you would like to learn more about what was discussed at the Privacy Benchmark breakfast seminar, we have now made both presentations from the session available for you to download at the links below:

Malcolm Crompton – IIS – Download presentation
Peter Grist – Global Reviews – Download presentation

Global Reviews’ Managing Partner, Peter Grist said the majority of contact centre agents will encourage a customer to breach good privacy principles in their effort to help a customer with their call enquiry”.

The Privacy Benchmark helps organisations understand what their contact centres and agents need to do to better protect the privacy of their customers.

It provides regular, cost-effective and independent evidence of contact centre agent performance by answering these critical questions:
 

• How well do your contact centre agents respond to specific privacy scenarios?


• How well are you performing against your peers?


• Where should you focus your training and compliance resources to improve your ability to protect your customers and company, and to comply with National Privacy Principles? 

If you would like to learn more about The Privacy Benchmark, click here to download the Fact Sheet or contact Global Reviews.