Customer Experience – exasperation amplified because of fraud mitigation at the Contact Center

CCO of the Contact Center operations asks……. “How are we supposed to know who is “really” on phone with a degree of certainty, while not making them pissed answering 99 questions?

Juxtaposition – friendly but  secure Contact Center identity management in the year 2016

 

Angry business woman screaming in rage when she being on the phone. Business concept in communication.
How many times to I have to say what type of ice cream I ate at my first birthday party??!!! Did you never hear about rocky road??? We are sliding down that now madam, I want to speak to your supervisor!!!!!! Now!!!

 

When banks are implementing new layers of security into the call center identity process these days, they are discovering the rates of dissatisfaction from the customer side are spiking in correlation to the very measure intended to “help protect” the client. Alas, across all sectors of the market, the phenomenon appears. Nevertheless, in the financial technology marketplace it is very much a epidemic  because of the very nature of dealing with money….simply put. Additionally, there are commonly added pain to the injuries; augmented by compliance and confidentiality regulations, not just the self imposed internal security decisions. The sheer amount of “hops around Contact Center authentication” we are faced with would make anyones head spin today.

The root of the issue with identity of a person on a telephonic call session is that most of the information provided verbally can be spoofed or impersonated. Instead of just saying our account number or social security number, we are asked about our first car or favorite dessert. Why is it not simple? Financial institutions and many other industries are inundated with all sorts of fraud, especially via hijacked personal information or collusion. The answer then is you must have a Biometric multi-factor identity challenge session that is very simple or non-intrusive to the client.

Fortunately most large banks we have spoken to agree that the best place for this is in the mobile loyalty applications, and 2nd to that is the ability to integrate into the self service web applications for things like transactions or conformation of fraud alerts that are either IVR or push message based.

 

Businessman unlocked phone fingerprint

 

One of the holy grail metrics to achieve for any large contact center is to reduce time on the phone. Since most all banks and financial institutions have mobile loyalty applications, the platform is there to be extended to the Contact Center. This has made the task of accurately identifying the caller on the phone super simple, while also providing new capabilities such as cognitive processing without live CCTR agents thanks to technology like IBM’s Watson.

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