When we think of “secure measures,” the concern that often comes to mind first is the gatekeeping mechanisms which naturally take more time to complete. While everyone wants tight security protocols, especially when it comes to credit card details or social security numbers, we are also a time-strapped population. Whenever we can save time, it is appreciated.
When customers are able to save time or complete their transactions efficiently, they tend to be happier. This translates to higher customer satisfaction ratings and agents spending less time on the phone. Reduced Average Handle Time (AHT) means operational cost savings, which is also appreciated. While we can all agree that expediting processes on calls is beneficial, this must be done without compromising security or verification procedures.
Two Factor Authentication or 2 Step Authentication
Consumers are more often seeing two-factor authentication when conducting business online. Two-factor authentication involves verifying 1) something you know (like your mother’s maiden name or password) and 2) something you have in your possession (like your phone). You may not have realized it, but you have likely experienced something like this: You forgot your password, attempt to log in using a different PC, or you make a purchase with a stored credit card. Before you can proceed, a code is sent via text message to your phone. You enter the code on the Webpage before completing the transaction.
Let’s stop to dissect this for a minute. If your credit card number was stolen and someone is now trying to purchase something online, they would also have to have your phone (assuming this is associated to your account) to complete the purchase. It’s much harder for a fraudster to be successful. Let’s apply this same process to making purchases over the phone. Let’s assume a customer calls their bank for some type of transaction, such as a transfer of funds. The call center agent will ask several verification questions (name, birthdate, SSN, secret question, recent transaction). Not only does this take upwards of 40 seconds to complete, all this information can be compromised using basic social engineering. Professional fraudsters are even adept at getting call center agents to give them access by playing on their sympathies.
Call Center Security Technology
In the call center world, you know very little about the location or identity of the person you’re speaking with. In our experience, the fraudster is the nicest and most helpful person and the one you would least likely expect on either side of the call. This is why KomBea is driving a higher level of security to protect consumers and call centers from breaches in personal identity and credit card data.
Using call center technology that enforces two-factor authentication, the customer would be asked fewer questions and would then be told something like, “Mr. Jones, I just sent a text message to the cell phone we have on your account. It has a 5-digit code that I need you to enter on your phone keypad… and I’ll be on the line while you do this.” The customer has quickly demonstrated something they know and something they have… taking less time, exposing the agent to less secure information, and better protecting the customer.