COACH ’ S CORNER
Let ' s get fancy and simplify the authentication process with voice biometrics . When an agent asks the caller to verify their identity , they can use elements such as their full name and date of birth , but while that happens , the customer ' s unique voice print is used to authenticate the call quickly and securely .
I understand that I sound like a commercial you would watch and then ignore , but I ' m all in for something that strengthens the call authentication process while improving the customer experience ( CX ).
Voice biometrics , also known as voice authentication , isn ' t something new . They live among us , hiding in plain sight – think Amazon ' s Alexa and Apple ' s Siri .
The technology analyzes and stores a person ' s voice to create a voice print . This voice print is then compared to a pre-recorded version of the user ' s voice to verify their identity . It is capable of recognizing a person ' s voice even if their accent , regional variations , or other factors are different from the original voice print .
... I ' M ALL IN FOR SOMETHING THAT STRENGTHENS THE CALL AUTHENTICATION PROCESS WHILE IMPROVING THE CUSTOMER EXPERIENCE ...
But let ' s take things further by offering our agents a few tips that I ' ve used to help my agents with call authentication :
• “ To ensure the security of your account , could you please provide me with your ID number or case number so I can easily access your account ?”
HOW DOES THE CALLER FEEL ?
It is important to understand how the caller feels : particularly so when you ask them to verify their identities .
When I took inbound and outbound calls through an automated dialer , I noticed that customers were more hesitant to provide me with their details to authenticate the call when I was making outbound calls . Even though their caller ID showed our phone number , their " Spidey senses " seemed activated .
Take , for example , the case of one caller I asked to authenticate the call . She told me I should already have her account details pulled up since I called her . I explained that her number was placed in the system since she had to select a medical health plan and that I didn ' t have her details .
She was still not convinced and decided to hang up with me , call the center back , and ask to speak with me . Once we were connected again , she was more comfortable providing me with her details to authenticate the call and help her with her plan selection .
I remember one of my colleagues who got annoyed with a caller she asked to authenticate the call , as the caller started to push back , asking her questions such as " why do you need the information ?" Or " can ' t you look up my case with my name ? "
The agent told the caller , " You called me and not the other way around . If you want me to help , you must help me first ." And yes , the caller wanted to speak to a supervisor instead of continuing the call with the agent .
• “ To verify that I have the correct account , please confirm your full name and date of birth ( pause for the caller to respond ).”
• “ Lastly , may I please have your full Social Security Number ( thank the caller for authenticating )?
If a caller goes too fast , say “ I ' m sorry I didn ' t catch your ID number . Could you please provide it to me again ?”
Just a friendly reminder : when having conversations over the phone or online , it ' s essential to be mindful of your tone of voice since body language is not visible . Your words may not always convey your true meaning , so it ' s vital to consider how you say them .
... CALLER AUTHENTICATION CAN FEEL UNCOMFORTABLE . YET IT ' S A NECESSARY STEP TO ENSURE OUR CUSTOMERS ' INFORMATION REMAINS SECURE ...
At the end of the day , caller authentication can feel uncomfortable . Yet it ' s a necessary step to ensure our customers ' information remains secure and out of the hands of malicious actors . Ultimately , this is a small price for peace of mind with secure customer information .
Mark Pereira is a certified Trainer and experienced On-Site Supervisor specializing in boosting retention and productivity through proven teaching methods . With an academic background in Business and Innovative Education , he provides coaching to agents with empathy and skill . He stays up-to-date with industry developments from his base in Indianapolis , Indiana .
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