Contact Center Authentication: A Mystery Shopper's Journey
What’s in the report?
What is good authentication? How do I gain more confidence in my caller’s identity? Is there a fraudster lurking in my call center? How can I deliver a superior call experience by enhancing the way I authenticate my customers?
These are only some of the questions contact centers are grappling with. At the very core is the desire to provide excellent customer experience but not at the expense of opening doors to fraudsters.
Aite set out on a mystery shopping journey to find the answers to these questions. They placed several mystery calls into financial institutions’ call centers and tested multiple use cases. They made keen observations about how each call center responded to their queries, how they felt after each call and whether or not their goals were accomplished. They tested various scenarios to gauge the call centers’ authentication methods and their approach to consumer experience. What they found was eye-opening.