News : TalkTalk to Speed Up Customer Support with Voice Biometric Security
London, UK, April 23, 2015 -- TalkTalk has put flesh on its plans to improve its shaky reputation for customer care, after announcing a drive to put more onus on online support earlier this year.
In March, TalkTalk announced it was beefing up chat-based customer support on its site, which hinged on adopting a fresh, slicker platform for its service.
The shift in strategy was in response to surveys that revealed consumers who are in need of assistance "increasingly prefer to self-serve online". Although it surely won’t have hurt that there are cost-savings to he had for TalkTalk too.
In tandem with the online push, though, it seems moves are also afoot to improve phone-based support, with the adoption of biometric voice security that should eliminate the need to navigate menus and dance around operatives’ questions to determine whether you’re the account holder.
As well as saving time and sparing users frustration, voice biometric tags, which could be live by the end of the year, should also shore up security levels according to Alastair Douglas, Group Business Assurance Director at TalkTalk.
Douglas said: "A module for voice commands we’re introducing this year is voice biometric tagging, which is more secure than any password.
Douglas added: "It’s great because you take out a chunk of the call. No-one wants to be on the phone for any length of time and any sort of improvement in the time it takes to identify who you are and get you to the right person could dramatically cut that down."
How far and fast TalkTalk can repair the reputation it’s garnered over the years has yet to be seen.
Posted by Veronica Silva Cusi, news correspondent
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About TalkTalk Group:
TalkTalk is the United Kingdom's leading value for money provider of fixed line broadband and voice telephony services to consumers and business users. The group serves over 4.8 million customers across the UK under the TalkTalk, AOL Broadband and TalkTalk Business brands. Over the past five years, through a combination of organic growth and acquisitions, TalkTalk has built one of UK's largest broadband and voice customer bases.
Published: Monday, April 27, 2015