How pre-call authentication reduces contact center bottlenecks

Posted on: June 26th, 2014 by Art Barger

The job of a security camera is to capture individuals and events taking place within a specific area without being seen. While the technology has the ability to identify people, it’s largely used to capture events as they happen rather than prevent unwanted activity from occurring in the first place.

The same can be said about customer authentication solutions that focus on identifying individuals after the fact. While preventing harmful activity is the goal, it’s not possible when you’re identifying customers who have already entered the building, logged onto a digital network, or reached a call center agent.

Relying on reactive methods like knowledge-based authentication (KBA) to identify customers not only creates bottlenecks in the authentication process, but they’re too reactive in today’s fast-paced business environment.

When it comes to the telephone channel, the TRUSTID® Physical Caller Authentication solution takes customer authentication to a whole new level. Instead of requiring up-front challenge questions for incoming callers, TRUSTID uses telephone network forensics to validate the physical location of the telephony device before the call is picked up. Best of all, this process takes place in real time and is completely invisible to risky callers and non-intrusive to good ones.

The result of the forensic credential, of course, varies depending on the risk of the call. If the landline or mobile phone checks out as valid, the call is automatically routed to a call center agent with no delays. Knowing the caller is trustworthy, the phone rep doesn’t have to interrogate the customer. Instead, they can greet the customer and immediately begin addressing their needs.

If the credential shows the call is spoofed or a call is flagged or altered in any way, it’s placed in the proper queue and the contact center can determine what it wants to do with the call. If it chooses to deny the call, the suspicious call is thrown out of the system without the opportunity to socially engineer a call center agent. Therefore, no time is wasted trying to authenticate a caller that has proactively been identified as high-risk.

This is the level of authentication all businesses need to achieve to secure their call center environment without impacting the customer experience. When authentication methods like KBA still rely on customer sensitive data to determine the transaction risk post-call, TRUSTID gives contact centers a jump on identifying customers by validating them faster so they can get on with providing their good customers with a more secure and overall satisfying customer experience.

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