Creating the Hallmark of call center phone greetings

Posted on: May 22nd, 2014 by Art Barger

In business, first impressions can happen a hundred times over. Sure, there’s the initial impression you must make to win over your customers. From there, maintaining strong customer relations requires a level of service that’s fast, consistent and leaves your customers feeling like they are your top priority.

Achieving this over the telephone channel all starts with a helpful greeting, not an interruption of their personal information.

As a bank or business, you’re constantly talking to your customers. Each time they call your customer service line is another opportunity to strengthen that important relationship — or worse — lose the trust and goodwill you’ve worked so hard to achieve. 

When a customer calls your contact center to resolve an issue, they’re expecting a friendly agent to greet them and immediately start addressing their needs. What too many first encounter, however, is an invasive identity-interrogation of their personal information.

So how do you create a call center environment that doesn’t disrupt the banking experience? It starts with removing the barriers that come between identifying customers and serving them. One of those barriers is knowledge-based authentication, or KBA.

Relying on personally identifiable information (PII) methods to validate callers creates a disconnect between consumers and banks. When customers have to answer a bunch of intrusive security questions instead of immediately getting their issues resolved, it doesn’t make for a satisfying customer experience.

The TRUSTID® Physical Caller Authentication solution removes one of today’s barriers from the authentication process. By automatically identifying inbound calls while the phone is still ringing, customers aren’t put through annoying phone interrogations. Unobtrusive to good customers and invisible to criminals, TRUSTID connects validated customers faster and flags high-risk calls in real-time to mitigate fraud risk, reduce associated operating costs by 20 percent, and improve the over customer experience. Best of all, it outperforms traditional KBA methods by a factor of 25.

When it comes to greeting customers over the telephone channel, it helps when you already know who you’re talking to. When trust has been established pre-call, bank representatives can provide a friendlier, customer-centric phone greeting that’s sure to leave customers impressed every time they call.