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The longer your customers have to wait in your call center, the worse their customer experience is going to be. At the same time, long identity verification processes rack up opex (~$3.60 per call). This means that your pass rate (the percentage of your customers that can be greenlighted or ‘passed’ without friction) could mean the difference between boosting a customer’s satisfaction and losing them to a competitor. The big question is which technologies to invest in to ensure that your customers are able to get through to you quickly and with the best customer experience.

 

It is well established that through ANI matching, customers’ identities can be verified  and matched with the appropriate record before being routed to the right teams. This process can be spotty at best, primarily because some records may be missing phone numbers, and ANI match rates can be affected. But when done well, ANI matching can reduce call handle times significantly by reducing the need for a customer to answer KBA/security questions, and in many cases, can contain that customer in the IVR so that they can self-service and avoid speaking with a human agent completely.

 

If increasing your ANI match rate in order to decrease your call wait times is a priority for your company, here are 3 best practices for the call center when it comes to reducing your call wait times:

 

  1. Have additional authoritative sources that help augment or fill in missing gaps in your customer records so that you don’t force them to go through extra steps to verify who they are.
  2. Have a mindset of reducing opex without sacrificing the customer experience: this means placing technology in the experience prior to an agent ever picking the phone to ensure that you have the proper information to match a customer and give them an enhanced experience. By reducing security questions, you can also reduce call wait times, and the amount of time that a human agent needs to spend speaking with a customer – which, in turn, cuts opex (approximately $3.60 per call).
  3. Understand your industry and your customers. Whether you’re a Tier-1 bank or financial institution, a telehealth service, or any company that utilizes customer service channels to interact with customers in large volumes, it helps to think from the customer’s perspective. They have the choice to pick any phone number to call in from – whether it is their mobile phone or their landline. You need to be prepared to offer them the same experience with either phone number. Complete data sources that ensure as much coverage as possible will enable them to pass through your system with the highest pass rate possible.

 

Think: Thorough, complete, accurate: the three pillars of ANI matching. Does your call center experience employ these best practices to reduce call wait times?

Click here for more information on our Exact Number solution that cuts call wait times with minimal IT resources needed.

The call center is one of the most challenging channels when it comes to balancing security with customer experience. Fraud methods that target the call center – such as ANI-spoofing and account takeover attacks – are on the rise, with 51 percent of financial service professionals believing that phone channels see the greatest number of ATO attempts.* At the same time, we all know how unpleasant it can be to deal with security processes such as knowledge-based authentication and PIN codes when dialing into a call center, and quick and easy user enrollment remains a top priority for 91 percent of call center industry leaders.*

The good news is that there is hope for brands looking to use technology to solve these issues. Payfone’s Call Center solution uses a sophisticated, multi-layer approach to authenticating call center calls and the identity of callers to prevent ANI-spoofing and ATOs while also delivering a frictionless experience to >90% of callers. Enterprises can alleviate security concerns by leveraging the Payfone Trust Score™ and call authentication for real-time porting and SIM swap intelligence and to prove possession of the phone dialing into the call center. The Fonebook can then be used to identify callers for an increased ANI-match rate that eliminates the need for KBA questions and contains callers in the IVR so that they can quickly service themselves instead of requiring human intervention.

Curious to see what other features make Payfone’s Call Center solution so comprehensive and to see how your current solution stacks up? Download our Call Center Authentication Checklist below for the most critical differentiators to look for in a solution.

*Source: PYMNTS

 

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