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Industry Research : US Contact Centers Spend Over $12bn Each Year Asking Customers To Identify Themselves

New research by ContactBabel, the contact center industry analysts, has found that US contact centers spend $12.4bn each year simply making sure that the caller actually is who they say they are.

"The US Contact Center Decision-Makers' Guide" is a major study of over 200 US contact center operations. Research for the report has found that 59% of calls require identity verification, but that only 3% of these are dealt with entirely through automated processes, leaving the rest for contact center agents to ask security questions to callers.

One solution to this wasted time is to implement a voice verification system, which use spoken words to generate a voiceprint. A voiceprint can be compared with a previously enrolled voiceprint to verify a caller’s identity. These systems are not affected by factors such as the caller having a cold, or using different types of phones, or aging.

Identity verification processes are typically based on one or more authentication factors that fall into the following generally-accepted categories:

  • Something you know - e.g. password, identity number or memorable information
  • Something you are - a biometric such as a finger print, retina pattern or voice print
  • Something you have – a tangible object, e.g. a number-generating key fob, or the 3-digit code on some credit cards.

Combining these factors, for example, by asking the caller an answer to their secret question (thus checking the answer, as well as the veracity of the voiceprint) creates a more complex, and potentially more secure two-factor or three-factor authentication process. Increasingly, regulations require two-factor authentication processes. Financial institutions’ can no longer rely simply on passwords to protect web banking services. Voice verification systems are now delivering levels of accuracy and security that have proven robust enough for use by banks and insurers.

The report's author, Steve Morrell, commented:

"Voice verification has the advantages of near-ubiquity - the vast majority of people would be able to use it - as well as improving levels of security and reducing costs. The increasing demand of the public for identity protection, coupled with businesses’ permanent desire to increase profits mean that voice verification is an option that any company concerned about identity authentication should now seriously consider."


About Steve Morrell:
Steve has written over 200 reports on the future of technology, people and business processes surrounding the contact centre industry, and is widely-quoted in industry journals and the international media as the author of key studies of the UK, US, Irish, South African and Indian contact centre markets.

About Contact Babel:
Company LogoContactBabel, a contact center and CRM analyst firm, was set up in 2000 by Steve Morrell, a leading expert on the contact center industry.
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Today's Tip of the Day - Security Is A Human Need

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

Published: Thursday, December 31, 2009

Printer Friendly Version Printer friendly version

2024 Buyers Guide Payment Services

 
1.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)

2.) 
PayGuard

PayGuard®
Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
 

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