Can agent stress hurt your bottom line?

Posted on: September 14th, 2016 by Art Barger

If you’re like most contact centers, your team is handling more customer calls than ever before. That may be partially due to an increase in customers, which is a good thing. But to satisfy and retain them, you must deliver a high level of customer service that meets their growing expectations. This is where your caller authentication processes can help.

Today, contact centers are working with tighter budgets and limited staff, which means telephone agents are under a lot of pressure to meet growing customer needs. These tensions can be fueled by emotionally charged callers looking to get their problems solved in a hurry. If steps aren’t taken to lower your employee stress level, something’s going to give.

Not implementing solutions that help ease stress and improve your operating efficiencies can put your bank’s most important assets — your customer relationships — at risk. And that’s something no bank can afford to lose.

One of the ways banking institutions are delivering better customer service over the telephone without sacrificing the banking experience is through their authentication process. By automatically identifying customers and the risk of each inbound call using real-time, out-of-band verification processes, banks don’t require customers to answer security questions that can frustrate callers, and add to agent stress.

Instead, customer identification tools like the TRUSTID® Physical Caller Authentication don’t waste time interrogating customers over the telephone. They validate every call before it is picked up. When verified customers reach a phone rep, they’re not subject to a bunch of knowledge-based authentication (KBA) questions. The agent can immediately begin addressing why the customer called and can begin resolving their issue. And when spoofed calls are identified early in the authentication process, they’re automatically removed from your telephone system.

The ability to deny high-risk calls before they can reach an operator provides a number of benefits to your call center operations. First, it improves the security of your telephone channel, which is important to customer trust and confidence. Second, you’re not wasting your agents’ precious time interacting with known impostors, which saves additional labor expenses. Over time, these costs can have a negative impact on your bottom line. Finally, with your agents no longer busy handling bad calls, they’re focused on resolving customer issues faster, which allows them to get to more verified good calls per hour.

In the end, reducing stress levels on both ends of the telephone line plays an important role in enhancing your profitable business relationships and retaining your valued customers. And that’s something no bank can afford to lose.

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