Is your contact center ready for the busy holidays?

Posted on: November 25th, 2015 by Art Barger

When it comes to providing excellent customer service, the holidays can be a different beast, altogether. With call volumes spiking and fluctuating in unexpected waves, it’s important that your contact center is ready to handle more customer calls at any given time.

To give your telephone agents the tools they need to meet your customers’ expectations over the busy holidays, one of the key components is making sure your caller authentication process doesn’t interfere with their ability to efficiently serve your customers’ needs.

This doesn’t means burning through each call to simply lower average call handle times. Rushing through your customers’ problems will surely leave them feeling slighted one way or another. Rushed service, combined with an intrusive customer identification process, can rub your customers the wrong way.

When it comes down to it, providing a high level of service over the phone is all about how you spend your time when you are talking to customers. This means not filling those precious minutes with unnecessary knowledge-based authentication (KBA) security questions that frustrate customers and impact your ability to provide efficient, quality service.

Today, using KBA to identify callers is one of the biggest contributors to deteriorating service quality over the telephone channel. While it’s been referred to as the necessary evil, done right, authenticating callers shouldn’t have any negative implications in the way you serve your customers or your relationships with them. In fact, it should enhance both the customer experience and their overall level of satisfaction.

Because automated caller authentication identifies customers before they are greeted by a call center agent, it’s not part of the banking experience. For example, the TRUSTID® Physical Caller Authentication solution invisibly validates the physical location of the landline or mobile telephony device making the call while the phone is ringing. The level of risk of the call is determined pre-call, giving banks and businesses the intelligence to make real-time security decisions before the customer’s journey begins.

For verified spoofed calls, this means the criminal’s experience ends before it begins. Based on the bank’s risk threshold, they can instantly remove bad calls from the telephone system before they are picked up. This stops fraudsters in their tracks, removing any opportunity for them to socially engineer your agents or IVR system.

This essentially leaves telephone reps to handle only calls from verified good customers. With no need to interrogate good callers over the phone, agents can greet them and begin serving their needs the moment they pick up.

With the entire call is dedicated to your customers’ issues — instead of interrogating them — customers have a more satisfying experience with your call center. Agents resolve problems an average of 45 seconds faster, which saves on overall operating costs. And the best part is, your call center team gets to more good calls without wasting time or money on bad ones.

At a time when call centers can quickly become overwhelmed with an unexpected spike of calls at any moment, automated authentication can help you provide better service to more customers. In a way, meeting the needs of your customers is like a gift to both your customers and your call center operations over the busy holidays.

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