Learn More on How Verification Can Improve Customer Experience
Sponsored by Phonexia
By using voice verification and only one security question, the average authentication time was shortened by 66 seconds for this particuluar customer, reducing it from 90 seconds to an average of 24 seconds. This positively affected the Average Handling Time (AHT) of both inbound and outbound calls, keeping it to just under two minutes, and increased the contact center’s call handling capacity by 50%. The shorter average verification time also improved customer experience as customers didn’t have to spend as long on verifying themselves over the phone. Continue reading to learn more!