Do you need to authenticate customer calls faster?

Posted on: February 05th, 2015 by Art Barger

Google’s public policy manager, Verity Harding, recently spoke to lawmakers in Brussels about the overwhelming process of screening video posts on its popular website, YouTube. With nearly 13 days of new content posted every minute, the challenge of screening all new posts is daunting, if not impossible.

In the article, “The Tremendous Task of Policing YouTube,” Harding compared the process of reviewing for inappropriate posts before they are uploaded to “screening a phone call before it is made.” This reminds me of the challenge most call centers face today. With a growing number of customer calls flooding your telephone system, it’s getting harder to screen them all. But you really have no choice. Validating who’s on the other end of the line impacts your level of security and your how you serve your customers over the telephone channel.

Depending on the volume of calls your contact center receives each hour, I’m sure you can relate to the overwhelming task of authenticating all inbound calls. Not only do you still get calls from customers who feel more comfortable talking to a live person, there’s also a potential new group of calls from customers who are experiencing problems over other banking channels like the Internet.

For example, when an online service goes down or frustrated customers are unable to make a payment or transfer, what’s the first channel they turn to? The telephone, of course. There’s no better reassurance than having a live person confirm you problem or issue is fixed. This is something all banks and enterprises should keep this in mind, especially when they’re hit with a spike of calls after their online service experiences unexpected disruptions.

The operational impact of not validating the authenticity of each inbound call can be felt across your entire operations, and can put your customers and confidential business data at risk. With contact centers now handling more calls than ever before, the methods used to identify customers can determine how much you spend on each call, and just as important, how secure your telephone environment is.

Today, relying on traditional knowledge-based authentication (KBA) tools drive up labor costs and put your customers’ sensitive data at risk. Because of mishandled customer information, we can no longer validate that the person answering the challenge questions is truly who they say they are. Authentication tools like the TRUSTID® Physical Caller Authentication solution doesn’t get fooled by savvy social engineers because it verifies the caller’s location in real-time to determine if the call is legitimate or spoofed, while the phone is still ringing.

So, if your current customer authentication processes are prohibiting you from proactively identifying customers and handling more calls, it’s likely not going to get any better. Increasing call volumes are only going to add to your operating costs and limit your ability to serve customers in a timely manner. But leveraging an automatic authentication tool like TRUSTID can help you quickly identify both good and risky calls without resorting to lengthy telephone interrogations. As a result, you can remove high-risk calls from your system as your agents focus on handling more good calls to improve your overall customer satisfaction rate.