How average handling time impacts annual profits

Posted on: February 24th, 2016 by Art Barger

Is your contact center plagued by lengthy wait times? Are your telephone agents spending too much time interrogating callers, reducing the number of customers they help each hour? If you answered yes to these questions, it may be time to re-evaluate your current telephone authentication process.

For call centers, the authentication tool that extends average handling times (AHT) is knowledge-based authentication (KBA). This method of identifying customers over the telephone channel includes unnecessary and tiresome phone scripts that require callers to answer a bunch of security questions at the start of each call. Today, this outdated practice drives up labor costs and interrupts the customer experience.

Challenged with ever-increasing call volumes, contact centers need a way to provide efficient customer service without negatively impacting how customers feel about their brand.

The only way to do this is by lowering AHT within a secure telephone environment. When you can resolve your customers’ issues without putting them through time-consuming procedures, you meet their expectations and create a more satisfying experience.

With the TRUSTID® Physical Caller Authentication solution, the speed and accuracy for identifying callers can significantly reduce labor costs while improving overall customer satisfaction. We help banks and businesses achieve this by automatically identifying the risk associated with each inbound call before the phone is picked up.

Our patent-pending telephone network forensics identifies the exact physical location of the calling device within seconds of when the call is made, while the phone is still ringing. A credential is instantly sent to the contact center, which can automatically block the call or route it to the appropriate operator based on its risk threshold. This level of authentication is all done before a caller gets sent to the IVR system or speaks to a live agent, removing the need to start the conversation with a costly, non-predictive telephone interrogation.

Deploying a proactive, automated authentication solution is a win-win for both your customers and your call center operations.

First, with your customers’ issues being resolved at a faster pace, your agents are able to handle higher call volumes. Shorter wait times mean you’re lowering labor costs, which can equate to a savings of up to fifty cents per call. Added up, this can be a significant cost-savings for banks or businesses that handle hundreds of thousands to millions of calls each year. Second, by resolving more customer problems in a timely manner, you’re not only creating a more satisfying customer experience, but you’re building stronger, trusted relationships with your customers.

We know that running an efficient contact center can help your telephone agents provide better overall customer service to callers. And doing so can lead to a positive impact on your annual profits, too.