Customer calls still top the list of inbound communications

Posted on: January 08th, 2015 by Art Barger

While there’s been a lot of talk about call centers adopting multi-channel communications to assist customers, a recent ContactBabel study showed that telephony traffic represents over 70 percent of all inbound communications to contact centers. And with 99 percent of survey respondents currently using live telephone agents today, ContactBabel predicts that the number of live inbound interactions won’t decrease by much over the next three years.

Call centers may be embracing email, web chats and social media to service customers across different communication channels, but the need for a secure telephony environment is still a top priority with banks and enterprises. To ensure seamless customer interaction, contact centers need to deploy solutions that allow them to serve customers without any disruption.

Today, contact center agents spend up to 25 percent of their call time verifying callers, but customer-identifying tools like knowledge-based authentication (KBA) only add to the time telephone reps spend on the phone with customers. Organizations that are still verifying callers “post-call” are unnecessarily increasing their annual spending and putting their customers at greater risk. That’s because challenge questions interrupt the customer service process and personal information is no longer predictive for caller identification.

Your call center was built to deliver excellent customer service in a timely manner. With more customer channels now available, your telephone agents will likely be handling more complex issues, which takes time. To resolve customer issues faster, you can’t afford to add additional seconds or minutes to every call. Shaving time and costs requires call centers to authenticate callers faster than ever. The TRUSTID® Physical Caller Authentication solution does this by identifying the Caller ID and ANI while the phone is still ringing.

This automated process lets financial institutions know in real-time if the inbound call is high-risk, or if it can be trusted. This gives businesses critical information they can instantly act on to protect their environment against spoofed calls, as well as route validated calls directly to call center agents.

When a good call does reach a live person, the agent doesn’t have to bombard them with a bunch of security questions that get in the way of why they called in the first place. Instead, by using telephone network forensics to invisibly validate callers pre-call, bank reps can immediately begin addressing issues in a timely manner to reduce call handling times and provide a higher level of customer service.