Pindrop | MB Bank Case Study


M.B. Bank

One of the largest banks in the U.S. was experiencing operational hiccups that drove handle times up, customers away, and added unnecessary hurdles and aggravation on both the caller and agent’s behalf.

Plagued by rising wait times, and an inability to successfully and effectively authenticate callers, this well known national bank connected with Pindrop for help. Pindrop was able to authenticate 90% of eligible calls for M.B. Bank using only DTMF and no voice.

Pindrop Passport enabled this client to slash inefficiencies in their workforce, scaled effortlessly to handle the 42 million annual call volume, and significantly reduced the need for KBAs without sacrificing service, call metrics, or security.

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