For many of us, the term “interrogation” conjures up images of some TV crime drama, where the person in question is blinded by a bright lamp, and mysterious, shadowy figures lurk in the back of an empty room. It’s intimidating, to say the least. The point is, nobody feels comfortable when your trustworthiness is in question, especially paying customers trying to complete some kind of business transaction over the telephone.
Don’t get me wrong, we’ve all been through it at one time or another. Unfortunately, banks that hit callers with a bunch of personal questions at the onset of a call, before a customer can even clarify their needs, set the wrong tone with their customers and prospects. Not only that, but identity authentication practices like knowledge-based authentication (KBA) that rely on personally identifiable information (PII) are becoming less effective in identifying who a caller really is. In fact, today’s telephone banking security questions, which are designed to validate the identity of the person calling a bank’s call center, are doing more harm to the goodwill of their customers and the bank/customer relationship by making the telephone channel an unpleasant customer experience.
As I mentioned in the blog, “Getting your agents serving your callers, not interrogating your prospects,” banks are wasting their time interrogating customers with personal questions that can be answered by savvy criminals. Instead, what they should be doing at the onset of each call is serving their customers, not interrogating them. These questions, which break the mood of the customer and cost banks money, can easily come later if the customer’s request raises the threat level of the call.
By validating the Caller ID and ANI before the call is answered, TrustID’s Telephone Firewall solution eliminates the need to bombard customers with a bunch of questions at the beginning of a call. By addressing a customer’s needs right out of the gate, banks can improve the customer experience and overall customer satisfaction.