Aite Report – The Call Center Experience

Improving Call Flow and Authentication

The Call Center Experience: Improving Call Flow and Authentication, commissioned by Neustar, a TransUnion company, and produced by Aite-Novarica Group, explores the challenges of the financial services and retail industry segments related to call center authentication and customer satisfaction due to increased customer experience expectations and criminal organizations’ improved capabilities and sophistication.

Based on a survey of 3,171 U.S. consumers conducted in the first half of 2022, this white paper explores how firms can address their authentication needs and achieve higher levels of customer satisfaction by better understanding who is calling and assessing the potential risk before the call is answered.

Download this report to learn why it is so important to improve your customer’s call center experience and authentication approach.

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