How TRUSTID makes call center improvements possible

Posted on: September 24th, 2015 by Art Barger

Imagine your telephone agents never having to answer another spoofed call again? Or for that matter, your call center operations not wasting another dime on fraudulent calls? Sound impossible? It’s not.

Using TRUSTID’s powerful telephone network forensics to proactively identify customers before agents pick up, banks and other businesses are validating callers faster and more accurately than ever before. In doing so, they’re also improving the overall security and efficiency of their telephone channel.

So, how does TRUSTID differ from more traditional telephone authentication tools? Simply put, we don’t rely on non-predictive sensitive customer data to identify callers. The industry has reached a juncture where the mishandling of personal information has put the speed and effectiveness of more traditional knowledge-based authentication (KBA) methods to rest.

Unlike KBA, which invests too heavily in what appears on the Caller ID display and personal information that a caller may know to determine if the call is valid or poses a risk, TRUSTID doesn’t leverage either. Instead, the TRUSTID® Physical Caller Authentication tool identifies the level of risk without even speaking to the caller. By identifying the physical location of the actual calling device while the phone is still ringing, the call center knows within seconds if the call is coming from a valid customer or is spoofed.

Using real-time intelligence that’s invisible to criminals, financial institutions can take action when a spoofed call is detected by instantly blocking the call from the telephone system. This way, bad calls never reach call center agents, saving call center operations valuable time and labor costs. As a result, fraud attempts drop and telephone reps lower their risk of disclosing private account information from being fooled by today’s sophisticated social engineering scams. The bottom line is, with TRUSTID social engineers don’t get the chance to talk to agents because their calls never reach the light of day.

On the other hand, when good customers are validated pre-call, they’re instantly routed to the appropriate phone operator, who can begin assisting them right away without interrupting the call with a bunch of KBA security questions.

As I’ve mentioned in previous posts, validating customers early in the authentication process can have multiple business benefits, including:

  • Agents are less vulnerable. When spoofed calls are blocked from the telephone system, call center agents aren’t susceptible to tricky social engineering scams. This can help lower fraud rates.
  • Improves operational efficiency. Since spoofed calls aren’t routed to live operators, telephone reps can handle more good calls faster. This improves operational efficiency, which is critical when call volumes spike.
  • Strengthens bank-customer relationships. Handling more good calls faster improves the overall customer experience. When customer problems are solved in a timely manner, they feel like their issues are your bank’s top priority. This speaks volumes to your customers’ satisfaction with your service and overall brand.

While KBA has seen better days, improving today’s call center operations is possible with TRUSTID’s automated caller authentication solution.