In customer authentication, people are the weakest link

Posted on: February 06th, 2014 by Art Barger

To err is human. This adage has held strong through the ages. But today, it’s never been more evident than in call center customer authentication.

Today, relying on human beings to determine which calls can be trusted, and which ones should not, is a very risky and unpredictable way for call centers to authenticate customers over the telephone channel. Why? It’s pretty simple. In the authentication process, people are generally the weakest link.

When it comes to verifying inbound calls, what would you rather have deciphering the good calls from the bad — a contact center agent interrogating an anonymous caller or a real-time telephone network forensic technology that automatically validates the Caller ID before the phone is answered? If reducing the time it takes to authenticate callers is important to your business operations, automating the process can help reduce your operating costs, while at the same time, enhance the user experience.

 The TRUSTID® Physical Caller Authentication solution is the only telephone verification tool that removes the human factor from the decisioning process by already determining the authenticity of the call before it reaches a call center agent. At that point, the phone representative views the real-time result of the Caller ID or ANI as either GREEN for good or RED for risky. If GREEN, agents can move forward by immediately addressing the caller’s needs from the get-go. If the result is RED, they can default to the business-as-usual phone script by asking challenge questions to validate the caller.

Acting as the invisible go-between to proactively identify the location of the calling device, TRUSTID’s real-time physical credential does what other knowledge-based authentication (KBA) solutions can’t do — which is serve good callers faster and reduce the impact of fraud to enhance the overall customer experience.  

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