Are your telephone agents just taking the caller’s word for it?

Posted on: July 13th, 2016 by Art Barger

Trust doesn’t come easy. Nor should it, particularly in the technology age. With so many spoofing services available to alter a caller’s identity, taking somebody’s word for it can put your bank and your customers at risk. 

Building and maintaining trust with your banking customers requires a lot more than asking a bunch of basic security questions that anyone can answer with the right personal information. It also requires respecting their time and meeting a level of service that’s more demanding than ever before. 

When it comes to serving your customers, understanding what’s important to them is critical to aligning your call center services with their needs. Three areas of customer service that cannot be overlooked are:  

  • Time: For many of us, there never seems to be enough time in the day to get things done. When banking issues arise, customers want answers to their questions, not they other way around. A contact center’s ability to quickly address and resolve issues can be a key differentiator for any bank.
  • Security: Your customers have a lot on their minds. The last thing you want them worrying about is whether or not your phone system is prepared to protect them. Consumer confidence in the areas of security and efficiency can be a deal breaker for both current and prospective customers.
  • Trust: Whatever services you provide, trust and reliability play a critical role in your bank’s ability to attract and retain customers. Trust is established and maintained when your authentication process respects your customers’ time and keeps their accounts safe from harmful social engineering schemes. 

The bank-customer relationship is the foundation for any bank doing business today. Without the level of trust and reliability, customers will likely take their business elsewhere. This is where customer service can play a role in your annual profits. 

When your customers call your contact center seeking immediate help or assistance, needlessly wasting the first thirty seconds or more of the call interrogating customers can be detrimental to your business success. Knowledge-based authentication (KBA) solutions that require security questions increase average call handle times. This can damage customer trust and increase a contact center’s overall operating costs.   

By invisibly authenticating customers before the phone is answered, the TRUSTID® Physical Caller Authentication doesn’t impede the customer experience. Instead, it creates a real-time risk credential that allows banks to take action on each call before it’s picked up by a telephone agent. Automatically validating whether the inbound call is coming from a legitimate customer or poses a risk to your contact center does not impact the customer journey. Instead, it allows your agents to only take genuine calls so they can get to and serve good callers faster. 

While trust doesn’t come easy, TRUSTID enables you to respect your customers’ time and provide a secure telephone environment that helps build trust and establish goodwill with your customers.