More often than not, we take the telephone ring for granted.
Before personal ring tones, traditional telephone rings comprised of a set of bells that alerted the receiving party that someone was calling. Today, most contact centers still use a familiar sound of bells that ring when a customer calls. Based on a call center’s service level agreement to answer inbound calls within a certain number of seconds, an IVR system picks up, greets the caller and gives them a set of options before routing the call to an available agent.
In a typical customer journey, the telephone ring has little purpose other than initiating the connection between the customer and a bank’s IVR system. These few seconds of rings have little impact to the call center’s security or the bank-customer relationship. That’s left up to the telephone agent, who is often tasked with authenticating the customer’s identity over the phone through a bunch of knowledge-based questions, and at the same time, providing a high level of customer service that strengthens the caller’s trust and goodwill.
At TRUSTID, we believe there’s more to a telephone ring than simply letting a contact center know that a customer is calling. Every second of the customer journey should matter, which means telephone rings count, too.
With the TRUSTID® Physical Caller Authentication solution, the caller’s identity is validated while the phone is ringing. Within milliseconds, and before the phone tree picks up, banks receive intelligence that determines the risk of the inbound call. Based on the bank’s risk threshold, they can act in real-time to deny the call or route it to appropriate operator. This not only keeps detected bad actors out of the system, it expedites good callers to help speed up the problem resolution process. All while the telephone is still ringing.
For banks that continue to employ knowledge-based authentication (KBA) methods to verify callers, the first 20 to 30 seconds of each call — when the customer is simply waiting to interact with their bank — is wasted. Where many banks ignore the time callers are waiting for their bank’s IVR system to pick up, TRUSTID is working behind the scenes using advanced telephone network forensics to locate the exact physical location of the calling device to determine the risk of the call.
Considering the different ways you can improve your overall banking journey — even when you’re not on the phone with callers — is essential to enhancing your call center security and effectively managing your profitable customer relationships. Using every second of your customer journey, including telephone rings, to identify customers earlier in the process helps you resolve customer problems faster, creating a more satisfying experience for your customers. That’s an added value that will certainly ring true with any call center enterprise.