Your customers shouldn’t have to convince call center agents they’re genuine

Posted on: August 07th, 2014 by Art Barger

Every HR department has a hiring process to determine if a candidate is a good fit for the job. This includes a pre-screening telephone interview to help determine if the person is qualified for the position. While this function is critical to finding the right person for the job, when it comes to call center authentication, similar phone interrogations can actually be counterproductive to customer service.

Today, many banks and businesses still use knowledge-based authentication (KBA) methods to identify customers over the telephone channel. The process of asking callers a bunch of security questions not only frustrates customers, it’s no longer predictive for accurately determining if a call can be trusted or not.

The main reason people call your customer service line is to get answers to their questions and get issues resolved in a timely fashion. Any disruption to this process can create frustration, and even cost your contact center more than it should — on every inbound call.

Would if you could remove the tiresome and costly burden of telephone interrogations from your authentication process? How much value would that bring to your customers and overall call center operations?

Providing safe, efficient and non-intrusive telephone authentication that improves customer service and lowers call center expenses is what TRUSTID is all about.

Using our real-time telephone network forensics to validate each call, customers aren’t required to answer a series of questions just to prove who they are. Better yet, call center agents don’t have to approach each call as “suspicious until proven genuine.” With the TRUSTID® Physical Caller Authentication, the trustworthiness of each call is determined before the call is picked up. This proactive authentication tool identifies the exact location of the calling device to remove the vulnerability of your telephone reps being fooled by today’s clever social engineering schemes.

By verifying the authenticity of each call pre-answer, the authentication process is already taken care of before it reaches your customer service agents. When they pick up the phone, they already know the caller can be trusted, and can start serving them right away. As a result, your company doesn’t have to budget in unnecessary labor costs for lengthy telephone interrogations, can lower your contact center’s average call times, and your customers’ issues are resolved in a timely manner.

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