Using Identity Verification In Your Call Centers

Knowledge-Based Authentication in a call center

When a customer calls in to a call center, it is important to protect all of their private information and safeguard their identity from misuse. One of the main goals when setting up and maintaining your call center is to not only provide a superior customer service, but also to build and keep the trust of your valued consumers. Identity verification helps you meet this goal by giving you the necessary tools to ensure that the person on the other end of the line is indeed the account holder and not an imposter.

This process can be completed in a number of ways, usually by having callers provide unique identifying information that can be quickly and easily verified. A dynamic knowledge-based authentication (KBA) solution for your call center keeps the guesswork out of verification while also protecting the privacy of your callers at all times.

How are IDV Systems Used in Call Centers?

Identity verification systems, such as KBA, in call centers help to create an added layer of security for your customers and your business. Rather than your associates having access to sensitive information, like credit card or social security numbers, KBA generates verification questions based on public data such as previous addresses and vehicles owned. For this reason, it is easy to verify the identity of new customers as well as clients you’ve been doing business with for years.

KBA systems are used for everything from helping new customers set up an account over the phone to confirming the information needed before a customer makes changes to their account. Dynamic KBA is also used to complete high-risk transactions based on the product, price or location of the buyer. Oftentimes your KBA system is most useful when helping to sort out suspected fraud. For example, when a customer attempts to change a password or an address on an account, your call center representatives can effectively establish that they are speaking with the original account holder instead of a fraudster.

Tips for Implementing Dynamic KBA in Your Call Center

When you are working on implementing a dynamic KBA solution into your call center, you want to make sure that you set yourself up with a system that is going to be efficient and effective. Automating the identity verification process through dynamic KBA not only deters fraud and protects your customer’s information, but also shortens call times, maximizes efficiency and increases your revenue as callers can move swiftly through the system.

Additionally, when setting up your KBA system, it is best to use non-credit based questions as credit-based requests can tend to be less friendly and difficult to answer, even for a legitimate identity. You don’t want to have to turn legitimate customers away because they cannot be efficiently identified.

In the end, your goal should be to provide top-notch customer service. When your customers trust and respect you today they will do business with you tomorrow. Start exploring your options now so you can begin implementing the dynamic knowledge based authentication solution your call center needs.

Written by Britni Zandbergen, Senior Director of Marketing at Idology.  Britni has years of experience in identity management as well as dynamic SaaS solutions.

Tags: , , ,
Previous Post
CNC Engineering

Three Examples Of Everyday Engineering

Next Post
Hosted PBX vs SIP Trunking

SIP Trunking And Hosted PBX – Understanding The Difference

Leave a Reply

Your email address will not be published. Required fields are marked *