Is your call center living in the past?

Posted on: April 02nd, 2015 by Art Barger

In many ways, we’re programmed to believe what we see. I guess you can say it’s in our DNA.

The genetic structure of call center authentication is largely built the same way. Trusting visual features such as the Caller ID and ANI to understand who’s on the other end of the line is how contact center agents have traditionally been trained to initially identify customers over the telephone. While these and other knowledge-based authentication (KBA) methods have worked in the past, the reality is using sensitive customer data today to identify callers is at the end of its line.

In the digital age, trusting the information that appears on the Caller ID or ANI, followed by a bunch of security questions, to validate the authenticity of inbound calls has lost its validity.

It’s no secret that personal identifying information shared across public or social media websites can fall in to the wrong hands. This is why relying on challenge questions to identify customers has lost its effectiveness, and ability to accurately predict whether a call can or cannot be trusted. In fact, today’s thieves count on these outdated authentication methods that depend on personal information to launch their attacks.

Using any number of available Caller ID spoofing tools is a criminal’s first point of entry when socially engineering call centers. Leveraging stolen information is how thieves can correctly answer identity interrogation questions, and once they’ve defeated a knowledge-based defense, they’re free to commit their crime.

Knowing this should be a contact center’s wake-up call for deploying a proactive authentication tool like the TRUSTID® Physical Caller Authentication solution. By automatically and invisibly validating the location of the calling device while the phone is still ringing, TRUSTID sends the Caller ID credentials to the call center in seconds, giving them real-time information to instantly determine the risk of the call before routing it to appropriate operator or IVR option for processing.

Having this intelligence pre-call not only helps call centers identify spoofed calls faster, it removes bad calls from the telephone system. Along with reducing fraud rates, freeing up call center agents from answering spoofed calls and identity interrogation also saves contact centers valuable time and labor costs on each call, which can add up to huge cost-savings over the long haul.

Today, it’s more important than ever to deploy automated authentication over the telephone channel. Not only is it critical to improving your customer experience and profit margins, automating your caller authentication process can ensure your call center is ready for the future, and not living in the past.

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