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May 29th, 2019

Are your telephone agents picking up unvalidated calls?

When a call center agent answers the phone, a level of trust between a bank and its customers should already be established. This is a critical component to creating a trusted customer environment. If your telephone agents are answering unvalidated calls, you are putting both your bank and customers at risk.

Three words can explain why it is so important to verify calls before a rep picks up Trusted Caller Flows. Using ownership-based tokens to identify calls before they are picked up, caller authentication tools like TRUSTID’s AUTHENTICATOR provide several advantages to organizations to ensure their contact center is operating at its optimal efficiency and providing maximum security to its customers.

Using patented telephone network forensics to authenticate every inbound call coming into a contact center, AUTHENTICATOR offers complete call coverage with the fastest, highest-quality caller authentication available today.

By automatically validating each call while the phone is still ringing, call centers are reducing the vulnerability to sophisticated social engineering tactics that prey on knowledge-based authentication (KBA) solutions. Removing the opportunity for fraudsters to defeat disruptive and nonpredictive identity interrogations plays a key role in boosting security, while at the same time, increasing the overall efficiency of your contact center operations.

In other words, when calls are validated before they are picked up, only good calls make it to waiting agents. Whereas suspicious or risky calls are automatically pulled aside for further review before being routed to a customer representative.

Using an ownership-based authentication token to validate customers early in the customer identification process provides many benefits to an organization. It helps:

  • Reduce costs of manual authentication
  • Increase operational efficiency
  • Improve customer experience
  • Increase efficiency of fraud-fighting efforts
  • Strengthen compliance with regulatory authentication guidelines
  • Achieve multi-factor authentication without using call audio or a customer’s personally identifiable information (PII)
  • Support a layered fraud-fighting strategy
  • Cultivate job satisfaction among call center agents

Creating what we like to call Trusted Caller Flows start with validating customers before a call reaches a telephone agent. This is an essential part of enhancing the overall efficiency of your call center operations, as well as providing a safe and secure environment that establishes a level of trust between your bank and your customers before the call is answered.

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