Pre-answer authentication key to handling higher call volumes

Posted on: April 30th, 2014 by Art Barger

When a bank’s website is hit by a distributed denial of service (DDoS) attack, customers panic. Unable to access their online accounts creates havoc among individuals and businesses. Not being allowed to process a financial transaction at any moment can also leave customers frustrated and concerned with the security of their account status. And rightly so.

At that point, all customers want to do is to speak with someone, anyone really, who can instill a sense of confidence that despite the interruption, their account is secure and will be back online soon. This is when call centers can play hero and save the day.

Having the scalability to take higher volume of calls at a moment’s notice is critical to providing your customers the assurance and peace of mind they need when other banking channels go down. Any laps of communication between banks and their customers will only exasperate the situation. In other words, silence is not golden when customers are cut off from their bank accounts.

With DDoS attacks on the rise, the FFIEC is urging all banks to step up their defenses against these attacks. Otherwise, customers could suffer from a poor user experience that can impact a bank’s overall operations and business revenues.

“Financial institutions of all sizes that experience DDoS attacks may face a variety of risks, including operational risks and reputation risks.”

To handle unexpectedly high call volumes, a contact center needs to be able to authenticate customers in a hurry. When time is of the essence, interrogating customers at the start of every inbound call is not the answer. Traditional knowledge-based authentication (KBA) methods for authenticating customers simply take too long and increase the amount time call center agents spend on each phone call. As a result, customers are frustrated and banks end up spending more money than they need to serving them.

When service disruptions create a spike in support calls, contact centers need a way to automate the authentication process to avoid a second disruption in their banking experience.

To minimize the impact that time-consuming authentication solutions can have on your call center operations, the TRUSTID® Physical Caller Authentication tool automates the process before the call is picked up. By validating customers pre-answer, only legitimate calls get routed to telephone agents. Spoofed calls are proactively identified and denied so they never make it into the phone system.

When reps know in advance that they are talking to good customer, they don’t have to bother with a bunch of security questions. Trust has already been established between the bank and customer. This allows the call center agent to immediately begin addressing the caller’s needs.

By knowing what calls are trustworthy, and which ones are not, financial institutions don’t have to waste precious time authenticating customers while on the phone, or post-call. TRUSTID does this for them so banks can resolve customer issues faster, reduce unnecessary operating expenses, and get to next call sooner.