No bank or business wants to give out more of its customers’ private personal information than it has to. Yet with conventional knowledge-based authentication (KBA) processes that’s exactly what they are doing — with every phone call into their call center.
Using personally identifiable information (PII) to recognize customers over the telephone channel, contact center agents are constantly divulging sensitive data like mother’s maiden name, Social Security number, current address and phone number, and even customers’ favorite childhood pet names in their telephone interrogation. And that’s before they catch a criminal three or four questions in. That’s right, in the event they actually do find the call suspicious, telephone reps might have already given away several pieces of customer PII before an offender fumbles on a security question.
Eliminating the process of confirming whether or not the caller has correctly answered a challenge question is important to protecting private customers information. If an impostor is told they’ve correctly answered a question they’re one step closer to gaining access to a legitimate account. If they miss a question and are stopped along the way, they still know what they’ve answered correctly and walk away with confirmed confidential data. And we all know the financial and reputational impact a data breach can have on a brand today.
The risk of disclosing your customers’ personal information and losing valuable time doing it is something all call centers try to mitigate. The TRUSTID® Physical Caller Authentication solution takes a different approach to identifying customers over the phone. Instead of verifying the customer post-call, we authenticate every caller automatically, instantly and invisibly before they are connected to your contact center agents.
Tagging the source of the call before it’s answered, TRUSTID verifies that the inbound call is coming from a trustworthy phone, or if it is potentially spoofed. When the call is validated in real time, it’s routed to the appropriate operator or IVR option based on its risk. If the caller is verified as a valid customer, the call is automatically put through to a phone agent, who can start serving them faster. If it’s a high-risk call, the bank can stop the call from entering the phone system or approach with caution.
By knowing if a call is trustworthy or not pre-call, businesses can reduce potential risk and shave costs off of every call by not wasting time on known bad calls and resolving good customers’ needs at the start of each call — all without being tricked into divulging any private customer information.