Why speed matters in call center authentication

Posted on: August 21st, 2014 by Art Barger

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 wait. To our customers, the waiting game can impact a business’s reputation, and can ultimately cost them more than it needs to. To reach our customers’ expectations around quick and reliable service, everything we do needs to automatically happen within seconds. Otherwise, we’re putting our profitable bank-customer relationship at risk.

An important banking function where speed matters — but is often downplayed — is customer authentication.

When your customers phone in, they want answers… now. After holding anywhere from one to 15 minutes, the last thing they want when someone picks up is to spend even more of their valuable time answering challenge questions to prove who they are. Unfortunately, this process is the norm in many call center environments.

Achieving exceptional customer service over the telephone channel that won’t leave your customers running for the hills requires fast, non-intrusive customer identification. Financial institutions that still use traditional knowledge-based authentication (KBA) tools, which require callers to answer a bunch of security questions, is anything but fast, cost-effective customer identification.

With customer service so much a part of today’s banking experience, relying on exhausting KBA methods to identify callers can lead to frustrated customers who can — and do — take their business elsewhere. This is certainly not the goal of any caller authentication process.

By automating your authentication process using real-time telephone network forensics, call centers can remove time-consuming and costly authentication methods out of call center operations without sacrificing your ability to validate customer calls in a time-efficient manner.

Using the TRUSTID® Physical Caller Authentication solution, banks no longer have to rely on cumbersome post-call authentication to validate inbound calls. That’s because TRUSTID proactively identifies the physical location of the calling device while the phone is still ringing.

By determining the authenticity of the call before a telephone agent picks up, banks don’t depend on security questions to make critical decisions for them. Before bank representatives answer the phone, a real-time credential automatically lets them know if the call is high-risk, or if it can be trusted.

When call center agents know in advance that the call is coming from a legitimate customer, they don’t have to start the conversation with a lengthy phone interrogations. They can begin addressing their customers’ needs right away. Along with meeting today’s ever-growing customer service expectations, TRUSTID helps call center operations reduce average call handle times while improving the overall efficiency of their telephone channel.