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Industry Research : Neustar Releases 2020 ‘State of Call Center Authentication’ Report

#contactcenterworld, @neustar

Neustar Inc., a global information services and technology company and provider in identity resolution, has released its annual report on caller authentication in customer contact centers. The 2020 report, based on a recent survey of contact center professionals, indicates that awareness of newer authentication technologies is continuing to grow, though knowledge-based authentication (using callers’ knowledge of personal and account information to validate their identities) remains entrenched.

The report elaborates on the following key insights:

Awareness of authentication via pre-answer phone call analysis has increased to 77%, a level nearly as high as that of traditional KBA using account information (82%). Only 23% of survey respondents expressed a preference for authentication to be completed during an agent conversation, with 39% preferring authentication before the call is answered and 32% during use of the interactive voice response system.

There is a growing understanding of the inherent risks of KBA — risks that are amplified by the vast quantities of personal information available on social media and on the dark web as a result of data breaches. Companies in the financial services industry in particular report continued concern about account takeover attacks via the voice channel, considering that call center agents become increasingly susceptible to social engineering attacks as customers’ personal information becomes less secure.

The risk of account takeover is compounded by growth in the use of virtual calling services. This year, more survey respondents saw an increase in virtualized calls (70%) than in spoofing (65%). Neustar’s own customer data show that as many as 80% of account takeover attempts between September 2019 and February 2020 were made with virtual calling services, which allow criminals to make calls that will slip through spoof-detection systems. To combat this type of fraud, call centers will need to deploy tools that confirm each calling device’s uniqueness, authenticity, physicality and risk of fraud.

Although 54% of survey respondents said they were "somewhat" or "very" confident that KBA alone can accurately authenticate their callers, their stated plans suggest otherwise: just 17% plan to continue using only KBA in the year ahead. The largest share (34%) plan to supplement KBA with one new technology approach to create two-factor authentication, while others plan to replace KBA with a new single-factor technology approach (12%) or a new two-factor technology approach (15%). Just 23% reported being unsure of their plans for multifactor authentication, the lowest share since the survey began in 2018.

The issues addressed in the Neustar report are particularly relevant to financial institutions today, in light of the turmoil caused by the COVID-19 pandemic. Neustar observed a significant increase in bank contact center call volumes in March, as the spread of the novel coronavirus led to branch closures around the country, followed by new daily call volume records in April. One retail bank’s customer service center experienced three days with more than a million calls per day in April, reportedly due to consumers calling to check on the status of their direct-deposit government relief checks.

High call volumes, with associated long wait times for customers, increase the costs of relying on identity interrogation for authentication — in terms of both customer experience and agent time. The onboarding of less-experienced employees to accommodate these larger call volumes, combined with the typical crisis-related spike in fraudsters’ attempts to take advantage of the chaotic situation, means greater risk of account takeovers via social engineering. Together, these factors further underscore the importance of streamlined, effective caller authentication.

Changes to authentication methods — particularly the adoption of multifactor authentication approaches incorporating newer technologies such as pre-answer phone call analysis — can enable organizations to simultaneously improve customer experience, operational efficiency and fraud-fighting ability. The Neustar survey responses suggest that organizations are preparing to revisit and revise their approach to maintaining privacy while protecting customer relationships in the year ahead.

The 2020 State of Call Center Authentication report is based on a February 2020 survey of 137 professionals working in contact center operations, customer experience, sales, marketing, information technology and fraud operations. The participants represented a range of industries, with just over half in financial services and technology.

#contactcenterworld, @neustar

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com/news/home/20200518005080/en/Neustar-Releases-2020-%E2%80%98State-Call-Center-Authentication%E2%80%99


About Neustar, Inc.:
Company LogoNeustar, Inc. is a global information services provider driving the connected world forward with responsible identity resolution. As a company built on a foundation of Privacy by Design, Neustar is depended upon by the world’s largest corporations to help grow, guard and guide their businesses with the most complete understanding of how to connect people, places and things. Neustar’s unique, accurate and real-time identity system, continuously corroborated through billions of transactions, empowers critical decisions across our clients’ enterprise needs.
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Today's Tip of the Day - Outsourcing Service Agreements

Read today's tip or listen to it on podcast.

Published: Wednesday, May 27, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Consultancies

 
1.) 
Call Center Masters

Giving consulting services to call centers

2.) 
CC-CMM Certification Institute

CC-CMM Certification

3.) 
COPC

Service Journey Thinking
Service Journey Thinking is a comprehensive approach for improving the experience customers have along the service journey. It considers the service journey not only from the customer’s perspective, but it also examines the components that support the experience, including people, technology, processes and policies. By applying Service Journey Thinking, COPC Inc. helps brands promote greater efficiency, improved performance and reduced cost within their operations. For customers, this means reduced effort, improved satisfaction and enhanced loyalty.
PH: 1.407.304.9032

4.) 
CTCOMM

Genesys PureConnect
Call Centers, Contact Centers and Cloud Solutions Consultancies

5.) 
Customer Support Asia

Offshoring
Customer Support Asia assures the success of service offshoring initiatives in the Philippines. Our consultancy serves both:
- clients that have service partners in the Philippines, and need to implement a major service initiative (performance/CX improvement, service change, site expansion, etc); and
- clients that desire to outsource services to the Philippines for the first time, and need expert help to qualify an an "ideal fit" partner, and manage an end-to-end service transition

We support both contact center services and "back office" BPO projects, limiting our practice to sites in the Philippines
PH: +1 919 446 5114

6.) 
CX Central

Contact Centre Specialist Consulting
CX Consult provides specialist contact centre consulting with decades of experience across Australia and Asia/Pacific lead by industry expert Justin Tippett. Services include health checks, optimisation, outsourcing (local and offshore), technology upgrades, strategy and more.

Whether you have a 5 seat contact centre or a large multi-site operation we'll provide you with expert advice to ensure you can achieve your business objectives.
PH: +61 3 9008 7287

7.) 
ERIC YOUNG ASSOCIATES (Tele-Centre Assist Inc.)

Contact Center Consulting & Profit Improvement (Lean Six Sigma), Inside Sales, Efficiencies, Call Center Audit, Technology & vendor selection, Telephony, Recruiting, Training, Performance Management, Customer Journey Mapping, Software (CRM) Implementations
PH: (416) 498-9440

8.) 
Lieber & Associates

Contact Center Consulting
Lieber & Associates assists organizations with contact center issues.This includes management, processes, training, and technology. The firm's assessments evaluate and make recommendations for 15 call center areas ranging from call seasonalities to staffing to better use of the telephone systems. Contact center technology services range from new technology selection and implementation to problem-solving and optimization to technical trouble-shooting. Senior consultants have more than 20 years of experience each and are leaders in their discipline. Clients span most business sectors.
PH: +1-773-325-0608

9.) 
Mpathy Plus

Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.
PH: 08450 569800

10.) 
Outsourcing Solutions Europe

Outsourcing Solutions Europe is an advisory firm that helps companies to find the right contact center/BPO partner to serve European customers

11.) 
PCA Advisors Ltd

Contact Center Sales - growth and marketing strategies
I work with contact centers to position their companies to take advantage of opportunities that exist for them. We also work with their existing sales team to improve their communication and hunting skills. 'Growth' is our greatest ability.
PH: 16473286205

12.) 
Pelorus Associates

Marketing Communications
Pelorus Associates is a market research and marketing communications company that assists developers of contact center solutions by providing in-depth market research and by authoring white papers, e-books, and blog posts.
PH: 434-589-2131

13.) 
proceo.consulting

We can help You boost Your business results by:

- Building or developing high performing multi-channel customer care operations

- Improving metrics like Customer Satisfaction, Net Promoter Score (NPS), Customer Effort Score (CES), First Contact Resolution (FCR), Customer Retention rate, Inbound conversions

- Developing Your teams' skills to excel front and back-office operations and Customer relations

- Preparing and executing efficient Voice of the Customer and Customer Advocacy approach

- We will help You manage challenges and risks when changes affect people, operations and technology.

14.) 
Vads

PT VADS Indonesia provides consultancies with trainers, modules, a development programs for individuals and/or teams. Types of consultancies provided by PT VADS: Knowledge Process, Transformation Consultancy, Customer Services, Contact Center, Leadership, Interpersonal Development, Motivation, Training for Trainers and Digital Marketing.
PH: 0217991445

15.) 
SCC Services Group

Contact Center Operations Performance Management
In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex.

Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas.

Our consulting practice puts emphasis on:

- Contact Center Operational Assessments
- Human Capital Management
- Organizational Structure
- Brand Marketing
- Strategic Planning
- Sales and Customer Care Tra...
(read more)
PH: 954-444-3668

16.) 
The Taylor Reach Group

Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project.
Taylor Reach has worked with contact cen...
(read more)
PH: 8663343739

17.) 
Triad Services

Services Triad is a consulting firm with experience in the field of customer relations. He will celebrate his 25th professional anniversary in 2021. His facilitation skills and creativity allow him to work on many transformations related to the operational management challenges of customer contact centers.
With the support of his consulting team, he collaborates to many projects in Canada and abroad for public and private sector organizations. More than 275 consulting assignments and 150 benchmarking studies are part of his curriculum.
PH: 514-738-2197
 

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