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2020 State of Call Center Authentication

Is caller identity a concern for your call center?

Caller identity remains a central concern for call center leaders tasked with improving customer experience, operational efficiency, and fraud-fighting ability. Trusted callers must be served quickly to maximize operational efficiency. High-risk calls must be flagged quickly to focus costly fraud-fighting resources.

Inbound caller authentication sets the tone for the rest of the interaction. If slow and inaccurate, it will frustrate callers, waste resources, and invite fraud. But if it’s fast and accurate, it can improve consumer satisfaction, speed up call resolution, increase IVR containment, and reduce fraud risk.

In February 2020, Neustar collaborated with Contact Center Week to assess how call center leaders are identifying and authenticating callers, and the impact that process is having on customers, operations, and emerging fraud trends. 137 respondents participated in the survey, representing such roles as contact center operations and customer experience, and such industries as financial services and technology.

Neustar found that awareness of newer authentication technologies continues to climb, which may be driving plans to implement some form of multi-factor authentication. However, knowledge-based authentication (KBA) remains well-entrenched, despite the approach’s flaws and respondents’ high expectations for authentication technologies.

Download the full study to learn how call center leaders plan to use inbound caller authentication to support seamless customer experience, reduce operating costs, and improve fraud detection.

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