Streamlining identity verification to improve the call centre experience
When consumers are looking for immediate support, the first action they typically take is to reach out to a call centre. Yet one of the biggest pain points that consumers still experience regularly is the frustration associated with call centres and their inability to meet expectations regarding wait times and resolve issues during the first call.
For organizations, one of the key challenges call centre representatives need to navigate is the inherent difficulty in confirming it’s your real customer on the other end of the line. There are inherent flaws in the verification system that call centres use today, resulting in issues such as:
Long wait times to reach a representative
The use of knowledge-based questions that can be compromised or difficult for ‘real’ users to answer
Further wait times as customer service representatives review the user’s file and history
Calls abandoned by the user or inability of the system to control call volume
Call centres are facing a double-edged sword: how to reduce the possibility of the call centre becoming a channel for fraud, while at the same time improving the customer experience and maintaining process integrity.
Introducing Verified.Me
Verified.Me is a digital solution that, when integrated into an existing call centre, provides the ability to share information from a trusted third party to streamline access to support. The service not only improves the efficiency and security of an organization’s call centre operation, it also enables a significant improvement to overall customer experience by reducing “user interrogation” and better identity integrity results.
Verified.Me enables call centres to:
Reduce fraud through bank-grade customer authentication and security
Reduce customer friction and cost by eliminating the use of knowledge-based questions
Reduce cost by shortening customer wait times, both while ‘on hold’ in a queue and while accounts are accessed and reviewed
Increase overall customer satisfaction through a more efficient method for managing call volume
“Call centres are a critical customer service channel for organizations today, yet they are one of the main drivers for customer complaints. As the first point of contact for many organizations, it’s critical that call centres improve inefficiencies through enhanced identity verification. Verified.Me is a great example of a solution that works. By bringing together trusted Canadian organizations, Verified.Me has the power to significantly improve call centres by reducing fraud, improving wait times and strengthening the overall customer experience.”
– Richard Switzer, Senior Strategist at TWG
Verified.Me streamlines processes including:
- Pre-authenticated callback
- Two-step authentication requests
- Outbound call centres
- And more!
Interested in learning more? Check out our call centre brochure for more information.
Need Technical Support? We're available 24/7 by phone at 1‑844‑778‑5409