May 22, 2020
Consumer experience and biometrics are at a crossroad as consumers…
Multi-factor authentication is prevalent in today’s world. From email to bank logins, many companies have employed tools like 2-factor verification to make their services more secure. As the world moves to one where the majority of interactions may happen online and through the phone channel, out of necessity, the proper identification of users and customers brings itself to the forefront as call volumes spike and capacity issues stemming from absenteeism, sickness, and country-wide shutdowns continue.
In this post, we will explore multifactor authentication, and it’s growing importance in the era of Coronavirus.
Multifactor authentication is the use of multiple disparate data points to authenticate or verify identity. In practice, its application in call centers means the utilization of numerous data points to ensure the caller is genuine. Voice, device, and behavior are 3 common points used to authenticate callers. Using technology to assist the agent in authenticating the caller reduces the cost per call by reducing the time agents are on the phone and can improve NPS by delivering personalized customer experiences.
Employing multifactor authentication and reducing customer agitating practices like KBAs that slow time to validate the caller will shave precious seconds off of each call, improving customer wait times, experience, and improve security posture. Below are four considerations for you concerning multifactor authentication in your call center:
In short, multifactor authentication and more so passive multifactor authentication is the future of call center optimization. The passive approach offers many benefits concerning security, operations, and customer experience. Call center leadership looking to increase capacity, improve customer experience, reduce agent stress, and address fraud costs should seriously consider multifactor authentication as a solution.
Pindrop® multi-factor authentication solutions help contact centers authenticate legitimate callers quickly and accurately, no matter where you or your agents are located. To learn more about passive authentication, visit our product page. To gain actionable insights, access to exclusive research and curated content for call center leaders join Pindrop Pulse, our curated content community.