Identification & Verification
Automate how you verify your customers
Customers value Self-Service. They also understand the need for verification. But have you found a way to blend both easily?
Your agents could be spending 3-4 minutes identifying and verifying your customers. That precious time could be best used elsewhere so why not automate this authentication process, saving time and money?
Eckoh ID&V verifies callers by asking them for a range of personal data e.g. their unique reference or account number, postcode, passcode, date of birth etc. This reduces agents call handling times, the risk of fraud and identity theft; and operational costs.
Working with Eckoh
Whichever channel your customer uses to contact you, Eckoh’s ID&V prompts the user for their unique reference or account number, followed by personal details such as their birth date, password or other answers to security questions in order to verify them. Automating this function is popular with customers and in many cases they prefer the anonymity and the fact that there is no agent involved in this collection of sensitive data.
Eckoh’s ID&V is easy to use and integrate with other channels and solutions. It will also bring reduction in agent call handling time and so increase efficiency and performance.
How we helped O2
Within the first month of going live, O2 saw a strong customer adoption of the new facility. Many callers abandoned the call to an agent after waiting because they were guided into fulfilling their need using self-service tools. Visual IVR will form the foundation for O2’s customer experience going forward, so it was imperative that it received a good initial response from O2 customers.
Here's the benefits
- Real-time caller IDV
- Transaction authentication
- Identity theft and fraud reduction
- Automated product integration
- Simple and quick for customers to use
- Reduces agent call handling time.
Callers can navigate Visual IVR menus 4 to 5 times quicker than using traditional audio IVR so you’ll significantly improve the customer experience at the same time. Read the blog ‘Give your IVR a makeover and end customer irritation’ to find out what this means for contact centres.
eGuide to Self-Service
How did self-service come about? What we can learn from the past? and how technology has enabled the evolution of self-service into a ‘channel of choice’ for today’s consumers? Download our eGuide – Self-Service – finding the right balance of tools to discover what it can do for your customer engagement.