customer identification

Are you relying on outdated authentication tools?

Those of us in the telephone authentication industry can see the shortcomings of the different types of customer identification methods. While this has been evident for some time now, what continues to be an uphill battle is educating financial institutions about the risks of using outdated and ineffective authentication tools to identify customers over the […]

read more Posted on: April 03rd, 2013 by Art Barger
How authentication technology helps banks meet customer demands

Meeting today’s banking demands requires financial institutions to increase efficiency, enhance security and provide exceptional customer service. This is no easy task for banks dealing with an increasing number of customer calls and more sophisticated security challenges around every corner. The recent Bank Systems & Technology article, “Security, Efficiency, Service: Communications and the Banking Industry,” […]

read more Posted on: June 12th, 2013 by Art Barger
Creating a culture of trust

We know that every ring, every greeting and every second counts in the overall call center experience. Putting anything else ahead of the customer’s time, their needs and trust will have a significant impact on the customer’s loyalty to your company. And that’s something none of us can afford to lose. When it comes to […]

read more Posted on: June 19th, 2013 by Art Barger
Predicting High-Risk Calls Before They Happen

Is it possible to accurately predict whether a caller is going to mislead a call center agent before it actually happens? Can fraudulent activity truly be prevented? The way many financial institutions authenticate customers over the telephone today, the answer is simply no. That’s because they rely on challenge questions to determine whether a caller […]

read more Posted on: October 23rd, 2013 by Art Barger
Why customer sensitive data is no longer needed for authentication

To authenticate every customer who calls your contact center, you need something from them. Whether it’s a password or last four digits of their Social Security number, this information helps financial institutions determine the identity of the caller. While this has long been a common practice with banks, using personally identifiable information (PII) to authenticate […]

read more Posted on: January 02nd, 2014 by Art Barger
Are helpful agents harmful to your call center?
Are helpful agents harmful to your call center?

To stay successful, businesses need to provide exceptional customer service. There’s really no way of going around it. Delivering exceptional customers service requires more than a clever marketing campaign. When it comes to daily customer service, call centers truly need to walk the talk. Done right, it can be a huge competitive differentiator that separates […]

read more Posted on: February 13th, 2014 by Art Barger
KBA security questions pose a risk to call center operations
KBA security questions pose a risk to call center operations

When it comes to call center security questions, no matter how you slice or dice them, they can still be answered by anyone who has done their homework. We know knowledge-based authentication (KBA) is a method that many financial institutions still use today to identify customers over the telephone channel. The problem with relying on […]

read more Posted on: March 05th, 2014 by Art Barger
Who wants to shave 20 percent off their call center costs?
Who wants to shave 20 percent off their call center costs?

With authentication costs on the rise, something’s gotta give. Of course, call center operations can’t remove critical customer identification processes to counter these growing expenses. But there is a way to meet growing authentication demands and reduce costs. Automating the authentication process is a step in that direction. Instead of having call center agents interrogate […]

read more Posted on: March 12th, 2014 by Art Barger
How pre-call authentication reduces contact center bottlenecks
How pre-call authentication reduces contact center bottlenecks

The job of a security camera is to capture individuals and events taking place within a specific area without being seen. While the technology has the ability to identify people, it’s largely used to capture events as they happen rather than prevent unwanted activity from occurring in the first place. The same can be said […]

read more Posted on: June 26th, 2014 by Art Barger
Customers want questions answered — not the other way around
Customers want questions answered — not the other way around

How are you authenticating your inbound calls? If you’re still relying on telephone agents to invest a few minutes on each call to identify your customers you’re wasting precious time and putting your bank and customer accounts at risk. Why? Spending any amount of time to determine the authenticity of your inbound calls today eats […]

read more Posted on: July 09th, 2014 by Art Barger
Why speed matters in call center authentication
Why speed matters in call center authentication

Remember the innovation of the Polaroid camera? Snap a picture and within seconds, you’re holding a near finished product (developing right in front of your eyes, of course). When it comes to customer service, consumers hold banks to the same standards. With time such a valuable asset these days, consumers don’t have the patience to […]

read more Posted on: August 21st, 2014 by Art Barger
How do you validate inbound calls today?
How do you validate inbound calls today?

Whether you know it or not, every inbound call that comes into your contact center presents an element of risk. Your success in identifying which callers pose a threat to your customer service environment and which ones don’t depends on how quickly and accurately you can verify the authenticity of each call. If your call […]

read more Posted on: August 28th, 2014 by Art Barger
Why call centers should run like a tight ship test
Why call centers should run like a tight ship test

The purpose of a call center’s telephone routing system is to quickly direct callers to the appropriate line. If they want to reach sales or customer service, the IVR system sends them to the right department. While essential to many contact center environments, the routing process adds precious seconds to each call. At this point, if […]

read more Posted on: October 01st, 2016 by Art Barger
Scaling to meet higher call volumes
Scaling to meet higher call volumes

I’ve recently discussed the business drawbacks of keeping your customers waiting, and how your IVR system and unnecessary telephone interrogations can impact your profitable customer relationships. As your call center receives more monthly and yearly inbound calls, not having the right processes and adequate resources in place to meet this growing demand will likely result […]

read more Posted on: September 11th, 2014 by Art Barger
Voice prints most effective when combined with other authentication techniques
Voice prints most effective when combined with other authentication techniques

Many financial institutions are contemplating the use of voice biometrics for fraud detection. Makes sense. Capture enough audio to identify callers in the future can provide another way call centers can mitigate their risk of fraud and improve customer relations. But while voice screening can help banks validate whether the person on the other line […]

read more Posted on: October 30th, 2014 by Art Barger
When low-tech fraud turns into higher business costs
When low-tech fraud turns into higher business costs

As low-tech as it may seem, telephone scams can lead to big losses in profits and production for today’s businesses. This is why deploying the right authentication tools is important for sustaining optimal business operations and ensuring excellent customer service. In the article, “Small Business Security: Hackers Dial Up Telephone Fraud,” criminals continue to exploit […]

read more Posted on: November 13th, 2014 by Art Barger
Are you unknowingly rolling the dice when identifying callers?
Are you unknowingly rolling the dice when identifying callers?

When a telephone agent picks up an unauthenticated customer call, your entire contact center operation is essentially rolling the dice on who they are talking to. Sure, they’re armed with a list of security questions designed to verify the caller’s identity. But today, those challenge questions are about as effective as trusting the name on […]

read more Posted on: February 12th, 2015 by Art Barger
The three most dangerous words in telephone authentication
The three most dangerous words in telephone authentication

Believe it or not, criminals make investments, too. Like any other sound business practice, they invest their time and money in information that will get them the biggest bang for their buck. That’s because the underground economy is by and large about making money. Their methods, however, are illegal in every way. So, you may […]

read more Posted on: March 12th, 2015 by Art Barger
Don’t let social engineering spread fraud across your enterprise
Don’t let social engineering spread fraud across your enterprise

Each day, banks are challenged with identifying and stopping cross-channel fraud. With some financial institutions acknowledging that up to 30 percent of cross-channel fraud they experience originates in the call center, this illustrates the widespread damage criminals can create across an enterprise after they’ve socially engineered a telephone agent. This means that while fraud may start […]

read more Posted on: March 19th, 2015 by Art Barger
Stolen identities threaten more than just your customers
Stolen identities threaten more than just your customers

The underground economy has grown into a 24-hour assembly line of stolen identities. The recent article, “Banking’s customer identity crisis,” cites a SafeNet report that says 1,355 personal identities are stolen every minute around the globe. With so much information being compromised each day, criminals appear to have an endless supply of personal data and […]

read more Posted on: April 16th, 2015 by Art Barger
How device location helps identify risky calls earlier
How device location helps identify risky calls earlier

Location, location, location. For brick-and-mortar companies, location plays a big role in the success of their business. For example, when a storefront is centrally located and is easily accessible, customers tend to frequent there more often. This may not be groundbreaking news to anyone, but did you know location can also be a key factor […]

read more Posted on: April 30th, 2015 by Art Barger
Is KBA a step backwards in caller authentication?
Is KBA a step backwards in caller authentication?

A recent fraud case provides 200 million reasons why knowledge-based authentication (KBA) solutions are no longer valid for customer validation. In the article, “Breached PII: Why KBA Has to Go,” a Vietnamese hacker was convicted of stealing and selling the identities of 200 million U.S. citizens. The personal data that prompted more than three million […]

read more Posted on: July 23rd, 2015 by Art Barger
Putting trust back into the telephone banking experience
Putting trust back into the telephone banking experience

The simple truth is contact centers operate in a “trust no one” culture. However unfortunate, it’s the reality of today’s telephone channel environment. To protect our customers and their sensitive data, each time they call we must first put them through an authentication process to validate their identity. The way we identify them over the […]

read more Posted on: August 12th, 2015 by Art Barger
Is your contact center door open to fraud?
Is your contact center door open to fraud?

When it comes to stopping phone fraud, knowledge-based authentication (KBA) is sort of like placing a stop sign in the middle of the Autobahn. Sure, social engineers will see it, but there’s no way it’s the end of the road for them. The article, “The challenge to protect your money,” defines stronger customer authentication as stacking additional […]

read more Posted on: October 01st, 2015 by Art Barger
Does your authentication process see the big picture?
Does your authentication process see the big picture?

We all know caller authentication helps us better protect our contact center environment from bank fraud and other social engineering schemes. While no one will argue that the essence of customer identification is to secure our private customer and business data, but we at TRUSTID believe that’s only half the story. Along with creating a […]

read more Posted on: November 18th, 2015 by Art Barger
How instant, unobtrusive authentication can transform your contact center
How instant, unobtrusive authentication can transform your contact center

The ability to quickly and accurately validate your customers over the telephone channel is essential to your call center operations. After all, knowing that you are talking to a real customer is critical to providing exceptional customers service. Caller authentication is also important for identifying when impostors are trying to pull one over your contact […]

read more Posted on: March 30th, 2016 by Art Barger
How effort impacts customer behavior
How effort impacts customer behavior

To help assist and retain customers, your call center agents are trained to delight. But is serving your customers beyond their expectations the best way to win their loyalty? According to the article, “Customer service is not about being great, it’s about being effortless,” surprising and delighting your customers may not be the best way […]

read more Posted on: April 06th, 2016 by Art Barger
How memorable is your customer experience?
How memorable is your customer experience?

It doesn’t matter how large or small your company is, communicating with your customers at any level is serious business. Sure, a highly functional and efficient contact center plays a key role in helping your customers quickly solve problems and growing your customer base, just as poor customer service can undermine your customer relationships and […]

read more Posted on: April 14th, 2016 by Art Barger
Study shows customers value friendly phone greetings
Study shows customers value friendly phone greetings

I’ve talked a lot lately about different ways contact centers can improve customer retention and loyalty. While contact centers focus on varying techniques to enhance their customer experience, the way we ultimately treat our customers over the telephone channel comes down to an age-old business practice: be nice and helpful to your customers. Sound too […]

read more Posted on: April 27th, 2016 by Art Barger
Is your call center a revolving door to fraud?
Is your call center a revolving door to fraud?

If your contact center is not effectively screening each incoming call, the threat to your customer accounts may be bigger then you think. Today, organized fraud rings don’t simply target call centers that lack effective authentication techniques. The days of one-and-done fraud attacks are long gone. Once fraud teams identify customer authentication methods they can […]

read more Posted on: June 15th, 2016 by Art Barger
When is comes to Caller ID, seeing is not always believing
When is comes to Caller ID, seeing is not always believing

For many, seeing is believing. This is why Caller ID has been relied upon for so long. The information displayed on our telephone’s Caller ID screen has been a source we’ve used to see who was calling before we picked up. It helped us make a quick decision on whether or not we wanted to […]

read more Posted on: June 29th, 2016 by Art Barger
Is call center security getting left behind?
Is call center security getting left behind?

Contact center authentication is designed to identify the risk of incoming calls so a bank can take appropriate action on whether to accept or deny the call based on its business thresholds. While there are various methods of how banks can screen calls, some experts believe there is still room to grow when it comes […]

read more Posted on: July 06th, 2016 by Art Barger
It’s time to look beyond simple cost-cutting measures
It’s time to look beyond simple cost-cutting measures

One of the goals of automating your contact center is to drive down operating costs. While saving money is an ongoing priority for many call centers, it shouldn’t come at the cost of your banking customers. Automating things like call routing, analytics, customer identification and historical reporting can help reduce costs to your daily operations. […]

read more Posted on: August 31st, 2016 by Art Barger
Does your authentication process support your banking journey?
Does your authentication process support your banking journey?

Serving your customers in a timely manner has and always will play a role in your bank’s long-term success. To be fair, the same can be said about how you authenticate them over the telephone. While both can improve customer relations, customer retention and annual revenues, they can also work against each other in ways […]

read more Posted on: October 20th, 2016 by Art Barger
Banking scandal damages biggest assets – customer trust and loyalty
Banking scandal damages biggest assets – customer trust and loyalty

The banking scandal that led to the firing of over 5,300 Wells Fargo employees and cost CEO John Stumpf his job will continue to impact customers for some time, especially those hit with wrongful overdraft fees, interest charges or drops in their credit ratings. In addition to the $185 million dollar fine by the Consumer […]

read more Posted on: December 14th, 2016 by Art Barger
Most impactful fraud incidents of 2016
Most impactful fraud incidents of 2016

When it comes to data breaches, 2016 marked new heights in compromised accounts and personal information. Throughout the year, computer hackers successfully launched illicit attacks and social engineering schemes against corporate enterprises around the globe, gaining access to billions of personal and financial details through online and telephonic platforms. In the article, “Biggest Data Breaches […]

read more Posted on: December 28th, 2016 by Art Barger
Is your call center prepared for 2017?
Is your call center prepared for 2017?

Telephone fraud may appear to start the moment your phone rings, but at that point the perpetrator has likely taken several steps before attempting to play his cards against your call center defenses. That’s because telephone fraud actually begins the moment someone’s identity is stolen online or in a data breach. One of the challenges […]

read more Posted on: January 11th, 2017 by Art Barger
How do you protect sensitive customer data?
How do you protect sensitive customer data?

In business, we can now automate just about everything. From selling goods and services to assisting our customers 24 hours a day. Automating most of today’s business functions makes for a faster, more accurate and cost-efficient environment than having humans do the same work. So, when it comes to customer authentication and protecting sensitive information, […]

read more Posted on: January 19th, 2017 by Art Barger
The hidden threat of call centers
The hidden threat of call centers

The primary function of the contact center is to serve the needs of customers by answering questions and resolving issues relating to their bank accounts. To improve customer confidence and satisfaction, it’s essential to also create a safe and secure environment for customers to bank remotely. While we focus largely on protecting our enterprise from external […]

read more Posted on: February 02nd, 2017 by Art Barger
Looking for a needle in the haystack?
Looking for a needle in the haystack?

The goal of any social engineer is to avoid detection. Plain and simple. To essentially become a needle in a haystack for any telephone authentication or fraud monitoring system to detect. For bank contact centers that receive thousands of inbound customer calls per day, spotting suspicious or high-risk calls is no small task. Social engineers […]

read more Posted on: February 09th, 2017 by Art Barger
Are social engineers getting a free pass on authentication?
Are social engineers getting a free pass on authentication?

Many banking institutions still use login credentials that require knowledge-based information to access their financial accounts. Today, using personal data to authenticate customers poses a major risk to businesses as it is essentially taking a “fill-in-the-blanks” approach to customer identification. No matter which channel your customers prefer to bank on, relying on security questions or […]

read more Posted on: March 02nd, 2017 by Art Barger
Bogus account scandal: a cautionary tale for the banking industry
Bogus account scandal: a cautionary tale for the banking industry

It’s been a year since Wells Fargo disclosed that employees created over two million unauthorized bank and credit card accounts to keep up with aggressive sale targets. As the banking giant continues to work on restoring its image and rebuilding trust with its customers, new revelations continue to surface. According to the recent article, “Wells […]

read more Posted on: September 07th, 2017 by Art Barger
Protecting customers after a massive data breach
Protecting customers after a massive data breach

According to initial reports, the massive Equifax data breach has compromised the personal information of 143 million customer accounts. These private details include Social Security numbers and dates of birth, which remain important credentials for many banking authentication systems.  Among the exploited information are driver licenses, which include a person’s name, date of birth, street […]

read more Posted on: September 13th, 2017 by Art Barger
Effects of the Equifax Data Breach, Part 5: The top takeaways
Effects of the Equifax Data Breach, Part 5: The top takeaways

As with any data breach, we learn more details over time. It’s been two months since Equifax disclosed its massive data leak. Here are some of the top takeaways we know so far.  1. Number affected: This is one of the biggest breaches of personal information ever. First reports estimated 143 million accounts were affected. However, […]

read more Posted on: November 02nd, 2017 by Art Barger