Why call centers should run like a tight ship

Posted on: September 04th, 2014 by Art Barger

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 you haven’t already validated the caller, you’re looking at adding another 20 to 90 seconds worth of security questions.

After two minutes of button pushing and answering a bunch of challenge questions, many callers can get a little anxious that they haven’t even been asked why they called in the first place. This can lead to frustrated customers, which nobody wants.

We know that the call center was created to make our customers’ lives easier. So why do we add more unnecessary layers that complicate the customer experience?

To be fair, at one time knowledge-based authentication (KBA) security questions were the most efficient and reliable source of customer identification. But a lot has changed. Lengthy telephone interrogations add more expenses to call center operations and challenge questions are no longer predictive for customer identification.

With efficiency, security and reliability some of the top priorities for bank and business telephone channels, any authentication process that delays or threatens the stability of your contact center operations must be reevaluated.

As I mentioned earlier, IVR systems already eat up a few costly seconds to each call. During that time, when the phone is still ringing, what if you could identify customers at the same time? What if your telephone authentication process was automated, and could determine in real-time where the call gets routed based on the call’s verified risk?

The TRUSTID® Physical Caller Authentication tool does all the work without adding to your customers’ precious phone time. By validating the physical location of the calling device pre-call, the call is routed to the appropriate department based on its level of risk. If the call if spoofed, it doesn’t reach a telephone agent. If it checks out, your call center rep can immediately start addressing their needs. From an operations standpoint, your call center agents don’t have to spend valuable time interrogating callers. Better yet, your customers can enjoy a more seamless and quality shopping or banking experience.

Call centers today need to operate like a tight ship. Every moment and every expense needs to be aligned with your top business objectives. TRUSTID helps with all three. By automating your caller authentication process with a more efficient, reliable and secure solution, your telephone channel can assist more customers faster, reduce labor and operating costs, and ultimately build stronger relationships with your customers.

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