Trusted Call Solutions Fight Fraud and Repair Trust: A Spotlight on the Financial Services and Insurance Industry
A Forrester Consulting Thought Leadership Spotlight Commissioned by Neustar
90% of financial services and insurance (FSI) companies say that the voice channel remains critical to meeting customer service goals; yet the rise of robocalls and fraud by phone has destroyed trust in this vital communication channel. As anti-robocalling regulations progress and carriers continue to implement measures to decrease spam call volume to consumers, issuers must evolve call-blocking prevention strategies and execution.
Neustar commissioned Forrester Consulting to explore the current state of outbound calling for financial services and insurance companies. Forrester conducted an online survey with 319 business and technology decision makers responsible for outbound call experiences at US organizations (including 56 FSI firms) to explore this topic.