Call center authentication should not be a game of wits

Posted on: October 16th, 2014 by Art Barger

There are those who think creating nonsensical answers to call center security questions is an effective way to outsmart criminals from correctly answering challenge questions. Really? Is this what call center defenses have come to — having customers go out of their way to create false information about themselves to outfox criminals? I don’t know of any bank that would encourage such practices to help mitigate their risk of fraud.

Many of the banks we talk to admit customers have a hard enough time correctly answering their own personal questions, let alone remembering any nonsensical answers they provide to fool fraudsters.

Call center authentication should not be a game of wits. Individuals who think they can outsmart teams of professional criminals are in for a big surprise.

Fraudsters are smart, innovative, and are often one step ahead of traditional knowledge-based authentication (KBA) methods. When banks or customers try to outsmart criminals, they’ve merely fall into the trap of playing a game with the masters of deception.

Telephone authentication should not be about personal information. Nor, should contact centers rely on sensitive customer data to identify callers over the telephone channel. In fact, to reduce fraud risks and other delays that can negatively impact the customer experience, personal information should be removed from the authentication process.

Using knowledge-based tools to identify customers actually works against the top two objectives of today’s call center operations: 1) protecting customers and 2) serving them in a timely, cost-effective manner.

With the TRUSTID® Physical Caller Authentication solution, there’s no game of wits being played between criminals, customers or your call center agents. Instead, every call is automatically identified in real time as genuine, or high-risk, without interrupting the customer experience at any point. That’s because the telephonic device’s physical location is invisibly validated before the call reaches any call center agent.

By proactively identifying inbound callers pre-call, financial institutions and businesses can improve the efficiency of their customer service without getting pulled into a game of wits with bank criminals.