Speeding Up Caller ID and Verification
As customers, we feel like we are constantly verifying who we are to agent after agent. Can’t all call centers figure out our identities based on the telephone number that comes up when calling in? Here are some helpful ways to speed up the verification process to eliminate frustration for both agents and customers.
Caller Line Identification (CLID) is the ability for agents to identify callers based on the phone number. It will also give callers the option of where they need the call routed, ultimately saving up to 30 seconds per call. It is suggested that to officially authenticate the caller’s identity, a four-digit pin be utilized. This pin is also a good safety feature when paying a bill through an automated line for PCI (News - Alert) compliance.
People despise having to repeat themselves, especially when filing a complaint or dealing with an issue, leading to a bad customer experience. If a call needs to be rerouted numerous times, this may become a problem. But, if all the technology, such as the business’ IVR, CRM, and contact center platform are all linked, the customer may be spared repetition. It is all a matter of ensuring safety measures are being properly followed.
What about putting the contact center in the caller’s hands, literally? By utilizing Visual IVR, customers can get in touch with companies through an app with login information and data typically saved after the first time. It may require fingerprint or security question authentication, but it allows for seamless self-service. If there are any issues, talking to a live agent can be accomplished with the click of a button.
Real-time speech analytics (RTSA) has now been implemented in contact centers in conjunction with voice biometrics. Records are kept with voice patterns and key identifiers of known phone fraudsters. The combination of biometrics and analytics will alert the system if an unsecure or unauthorized person is trying to pass the system. This will help legitimate callers who need to speak to a human but, being already securely verified, will eliminate the need to have to repeat information.
Finally, always ensure that the caller is ready with his security answers and codes, so no time goes to waste.
How can you save time and increase customer satisfaction in your call center?