How instant, unobtrusive authentication can transform your contact center

Posted on: March 30th, 2016 by Art Barger

The ability to quickly and accurately validate your customers over the telephone channel is essential to your call center operations. After all, knowing that you are talking to a real customer is critical to providing exceptional customers service.

Caller authentication is also important for identifying when impostors are trying to pull one over your contact center agents. Without using fast and reliable methods to flag suspicious calls that don’t interrupt your banking experience, your financial institution can be hit with a double whammy.

First, criminals using today’s advanced spoofed Caller ID technologies have the ability to defeat (KBA) conventional knowledge-based authentication methods to detect high-risk or fraudulent behavior. And once they do, with the right personal information (birth date, mothers’ maiden name, Social Security number) crooks can fool telephone agents into divulging all types of account information.

Second, if your telephone authentication process interrupts the banking experience of your good customers, these unnecessary delays or disruptions can negatively impact your profitable bank-customer relationships.

The key to improving the security and service of your contact center operations is providing instant and invisible customer authentication.

When your customers call in, the last thing you want to do is turn the problem or issue they are calling about into your needs. A friendly, helpful greeting by a call center agent can do wonders for both your customer relationships and resolving problems in a timely-manner. However, when a rep picks up the phone and immediately starts interrogating your customers with a bunch of challenge questions, it never sits well with callers who may already be anxious about resolving issues. To make matters worse, security questions can sometimes be confusing, creating a level of frustration that no customer wants to deal with when talking to their bank.

Using the TRUSTID® Physical Caller Authentication solution, enterprises automatically identify callers while the phone is still ringing (or what we call “pre-call”) by validating the physical location of the calling device. Verifying the risk of the call before the phone is routed to an operator enables financial institutions to make real-time decisions that can enhance your contact center operations, including:

  • Flag/block fraudulent phone calls: The ability to instantly and invisibly spot spoofed calls allows banks to take immediate action on high-risk calls from entering their phone system without alerting the bad guy.
  • Improve the customer experience: When good customers are validated pre-call, their calls go directly to a call center agent, who can begin addressing their problems the moment they pick up.
  • Outperform identity-interrogations by a factor of 25: When your authentication process does not rely on non-predictive sensitive customer information to identify customers, it significantly improves the speed and accuracy of your customer identification process.
  • Reduce operating costs by 20%: By blocking verified spoofed calls and reducing your average handle times on good calls, enterprises can answer more calls each hour and cut associated operating expenses by upwards of 20 percent.

Sometimes the simplest approach can help build a highly secure, more cost-efficient enterprise. The way we see it, the sooner callers are unobtrusively identified, the safer your bank and customer accounts are from falling victim to social engineering scams and other fraudulent behavior.