Automated authentication values your customers’ time

Posted on: December 14th, 2017 by Lance Hood

No matter what type of business you run, automation is the way of the future.

According to the article, “The Contact Center Is Having Its Model T Moment,” in the near future it won’t be feasible for contact centers to operate without automating essential parts of their enterprise. Organizations that continue to rely on expensive, human-powered processes like customer authentication will find themselves at an untenable competitive disadvantage financially, and from a customer service standpoint.

In 2015, Forrester’s Customer Lifecycle Survey found that 73 percent of consumers said valuing their time is the most important thing that companies can do to provide them with good customer service. Human-driven processes like knowledge-based authentication (KBA) go directly against valuing the customer’s time and actually cost businesses more money. All said, organizations are essentially paying millions in unnecessary labor costs to deliver poor customer service. 

Requiring customers to answer security questions does not value the customer’s time. Nor does it value your call center agents’ time, either. That’s because it extends the average customer call time with lengthy telephone interrogations that disrupt the customer experience, resulting in lower customer satisfaction rates. By automating back-end processes like customer authentication, contact centers can remove pain points that impact the customer experience and customers satisfaction. 

Human-to-human interaction is still important to consumers for resolving issues. The TRUSTID® Pre-Answer Caller Authentication provides a fast, cost-effective caller verification platform that helps contact centers serve the needs of their customers more efficiently without the extra costs. 

The difference between TRUSTID and other conventional KBA methods is it doesn’t rely on your customers going through long and frustrating telephone interrogations to do so. 

Instead, it uses advanced telephone network forensics to validate customers and identify risky calls before the phone is picked up. If the contact center allows the call to be routed to an operator, the phone agent now has the confidence that they are talking to a genuine customer. No questions asked.

The customer’s problem is addressed at the start of the call, not 30 seconds or a minute after the phone is answered. By resolving your customers’ problems faster, TRUSTID helps banks and businesses value their customers’ time while saving labor costs.

While talking to a live contact center agent to resolve problems is still relevant, authenticating them over the phone is not. That’s where automated authentication steps in to save contact centers money and improve the overall customer experience.