May 22, 2020
Consumer experience and biometrics are at a crossroad as consumers…
Multifactor Authentication has many advantages; however, effectively getting consumers enrolled in authentication activities is mission-critical for contact center security professionals. The optimization of enrollment processes contributes to optimal authentication abilities and cost savings. The optimization of these processes leans heavily on passive approaches as it removes barriers and overcomes objections of consumers; enrollment optimization ultimately results in time savings for customer service agents.
Having an enrollment strategy and process that removes barriers for both consumers and contact center employees is imperative especially in challenging times.
In this article, we will discuss the necessity of focusing on enrollment to achieve optimization of authentication rates.
Enrollment optimization is the transformation of the processes concerning enrollment into their most efficient state for the consumer and the business. Enrollment processes differ but are typically categorized as either passive or active. As noted above, optimization leans towards passive solutions as they do not require consumer interaction, nor agent involvement. Passive enrollment requires no human interaction and optimizes enrollment by ensuring a seamless experience for the caller and the best return on authentication investments
A seamless experience is essential not only for NPS scores and brand loyalty but also for the effectiveness of your authentication planning. It’s simple, passive enrollment of every caller better ensures enjoyable experiences during each call, which welcomes consumer interaction, and deepens their affinity to your brand. The more seamless you can make every interaction, the better the customer experience. In short, passive enrollment is the optimal solution for authentication enrollment.
Because your authentication solution is only as useful as the number of your customers enrolled, your goal should be 100% adoption. Though this is impossible, it is critical to note that should few consumers enroll, your authentication solution would be much less effective, as inferior enrollment rates translate to inferior authentication rates. Again, passive enrollment goes a step further, ensuring the best authentication rates by delivering the highest enrollment rates. Below are five tips you can use to begin optimizing your enrollment processes now.
Pindrop® authentication solutions help contact centers authenticate legitimate callers quickly and accurately, reducing call handle times, enabling personalization, and improving customer experience. Contact us today to see Passport in action and learn how much we can save your organization in time, costs, and brand loyalty.