Protect Your Contact Centers
Insurance customers use the call center for help solving their most complicated issues, often at unpleasant and stressful times. However, providers have few ways to determine whether the person they are speaking to on the phone is the actual policyholder. This means customers must waste time and energy proving their identity before they can get the help they need. At the same time, many of today’s phone security solutions are easily bypassed, and criminals continue to use the phone channel to exploit insurance companies.
Pindrop solutions protect insurance call centers by combining authentication and fraud detection technology to assess identity while detecting malicious callers. Pindrop solutions monitor and analyze phone call audio, caller behavior, and phone number reputation, providing a risk score for each call. With Pindrop, organizations can:
Identity Assessment + Fraud Detection
Smart Call Center Solutions
Pindrop solutions combine customer authentication and fraud detection for a uniquely smart call center solution that can tell you whether a caller is who they say they are. Until now, call centers have been forced to apply the same level of security to each incoming call. This method is expensive, frustrating for customers, and ineffective at stopping fraud.
Pindrop scores calls according to risk associated with the audio characteristics, geo- location, phone number reputation, and other factors. Within 30 seconds of the start of the call, the agent is shown a pop-up window displaying risk score and custom instructions for how to authenticate the call.
This allows CSRs to assess the true identity of callers, reducing authentication processes for low risk callers, cutting up to 20 seconds off the time of each. At the same time, high risk callers can be subject to greatly increased scrutiny, reducing fraud by 80%.