How to turn telephone identity interrogations into better customer care

Posted on: February 06th, 2013 by Art Barger

How confident are you that the next time one of your call center agents answers the phone the call will be handled safely and efficiently? If your contact center still relies solely on a host of challenge questions to identify customers over the telephone channel, my guess is your security confidence level falls a few notches below where it should be.

We all know that the reliability of traditional knowledge-based authentication (KBA) today is not what it was a few short years ago. The Internet and social media websites let too much out of the bag these days. Anyone with criminal intentions can spend a little time collecting personally identifiable information (PII) and other public data they can use to socially engineer others over the phone. With the right answers to security questions, criminals can defeat KBA and other PII-based solutions designed to catch suspicious or criminal behavior over the telephone channel.

But what if you could verify the actual risk of the call before the phone is answered? How valuable of a security tool would this be in protecting your customers and confidential bank information? A lot, I would presume.

To put it another way, would if you could eliminate the thousands of hours spent each year on known high-risk calls and transfer all that time and resources into providing better care to your good customers? How much would that save on your annual operating costs, not to mention positively impacting the profitable bank/customer relationship? This is possible through the TRUSTID® Physical Caller Authentication solution.

By using real-time telephone network forensics to validate the physical location of the landline or mobile phone before the call is answered, TRUSTID helps financial institutions realize several security and cost benefits, including:

  • Reduce losses relating to fraudulent calls
  • Drop the average call handle (ACH) time
  • Spend more time servicing good customers
  • Spend less time identifying bad ones
  • Build trust and goodwill with customers
  • Improve the overall customer experience

When it comes to proactively identifying customers over the telephone, TRUSTID allows banks to non-intrusively authenticate good callers and instantly identify high-risk ones without relying on PII or costly identity interrogations. As a result, financial institutions have the ability to invisibly shut the door on criminal tactics such as spoofed calls and social engineering schemes to achieve a safer, more efficient banking experience for their customers.

In my book, continually improving the level of call center protection and spending more time and resources caring for customers is something both banks and customers can feel good about.