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2021 State of Call Center Authentication

Increasing sophistication and frequency of phone-channel fraud demands a more effective approach to inbound caller authentication.

A year of disruption reshaped inbound call center leaders’ approach to fraud prevention, customer experience, and operational efficiency. Success for each of these priorities begins with effective inbound caller authentication. Slow and inaccurate authentication enables fraud, frustrates callers, and wastes resources. Fast and accurate authentication mitigates fraud risk, improves consumer satisfaction, decreases average handle time (AHT), and reduces IVR-to-agent transfers.

Neustar conducted an online survey in March 2021 to assess how call center leaders are identifying and authenticating callers and the impact that process has on emerging fraud trends, customers, and operations. Over 100 contact center operations and customer experience professionals responded to the survey, representing industries such as financial services and technology.

The findings show that respondents experienced a rise in sophisticated fraud attacks via the call center. Preference for agent-led authentication fell to the lowest point since this survey began in 2018. Most inbound call centers are not prepared to take advantage of the STIR/SHAKEN framework, which could help mitigate fraud without agent involvement.

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

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