October 3, 2018
The Future of Voice, Fraud, and the Impact to CX | A Recap
Voice is growing out of the call center, out of…
With extremely low price margins, it doesn’t take much to hurt profitability in the travel industry. Yet, airlines and other travel call centers often take an outdated approach to phone channel security.
Fraudsters hit the travel industry hard because the black market for low-cost travel is so lucrative. Too often, travel call centers take a rules-based approach to fraud — looking for suspicious transactions, such as last minute bookings, premium seats, and high-cost destinations. Criminals quickly learn these rules and work around them.
Fraudsters attack loyalty program accounts or set up black market travel agencies
The loss of a single booking can have a big impact on a travel call center’s profitability
Poor customer experience hurts loyalty programs and damages brand reputation
Pick and choose from authentication and anti-fraud solutions to fit your needs and serve your customers, with Pindrop Panorama, Pindrop’s next generation platform. From the carrier to the IVR and agent, call centers that deploy Panorama can seamlessly authenticate legitimate callers and weed out fraudsters, while decreasing average handle times and cost per call.
Pindrop helps call centers detect fraud throughout the lifecycle of a call by analyzing the audio, voice, behavior and metadata to create call risk scores and fraudster profiles.
Pindrop helps call centers passively authenticate customers by creating unique multi-factor credentials based on device, voice, and behavior.
– Cybersource Fraud Management Benchmark
Pindrop® anti-fraud and authentication solutions can help travel call centers reduce chargebacks, improve customer experience, protect loyalty accounts, and keep passengers safe.
Loyalty program account takeovers cost money and lead to angry customers. Pindrop®solutions can help travel call centers identify fraudsters during the early reconnaissance phases of their attacks, before they take over an account.
In the hyper-competitive airline and travel industries, a great customer experience can be the difference between a loyal and a lost customer. With Pindrop solutions, travel industry call centers can reduce the time spent on frustrating authentication processes— letting agents focus on great customer service.
By using an accurate solution to quickly authenticate callers, Pindrop solutions can help travel industry call centers reduce operational costs. Highly accurate scoring means fewer service disruptions and unproductive investigations from false positives.
To help with passenger and national security, travel industry call centers must be certain that the person who makes a reservation is the actual traveler. Pindrop solutions can help call centers confirm low-risk customers and flag callers who use the phone channel to hide their identity.