In today’s world of customer service, many consumers want information about their bank accounts and credit cards as quickly as possible. Unfortunately, before many can even obtain such information, they are grilled with question after question about the validity of their identities. Recently, however, companies such as TRUSTID have started bringing systems to market that will implement a new technology to prevent this frustration.
Oftentimes, when customers need information from various companies, they want to get into the specifics of the situation immediately . They want to order or cancel a credit card, order checks, or safeguard their checking account. However, before customers can do this, they must complete the complicated process of answering an assortment of tedious, personal questions.
The first problem with this scenario is that it annoys the customer. Instead of starting a call on a good foot, the customer is agitated and uncomfortable, having to answer what seems like an endless series of questions.
Another problem with this scenario is that, often, the operator is communicating with a thief. The operator may think the legitimate customer is on the other end of the line. However, the thief is the one answering the questions and there is nothing the operator can do about it. As a result, the verification process or PII (personally identifiable information) is already in the criminal’s hands.
At this point, the criminal now has complete control of the customer’s account. They have stolen their identity. From there, the account is in a critical situation where the funds may get transferred to the crook.
Because of this, many companies are looking to find a way to put a halt to this disastrous and controversial method that essentially is covering the company’s risk — not the customer’s. With the improved technology available to the criminals, call centers need a more efficient way to battle identity fraud.
TRUSTID has developed a method to ensure the PII process becomes a thing of the past. They have developed a technology that reduces Identity
With TRUSTID‘s systems installed, a verification process takes place before the call center operator ever picks up the call. This is done through a recognition system that detects legitimate phone numbers associated with the customer’s account. Instead of the customer being grilled and the operators wasting their time, the process is done prior to the call being connected. While the call is being reached, the service authenticates the phone number to a proper person that matches the account. If they do not match the information, they are put in the queue for special handling.
With TRUSTID’s technology, instead of the fraudster just
having to know the customer’s data such as their phone number, one needs
to physically obtain the land line or cell phone to initiate the
hijacking. This makes the crime much more difficult to execute.
This technology not only protects the customer though. On the service side, it will slash budget of call centers by cutting down on call lengths. Furthermore, it allows the operator to answer more calls throughout the day.
Reducing Identity Interrogation will help alleviate the inconvenience for the customer. Instead of the lengthy interrogation process that may take up to five minutes, the customer will feel at ease with the operator and begin to solve their problems immediately.
TRUSTID was founded in 2007 in Portland, Oregon and has a wealth of experience from an array of people in the telecommunications industry, including CEO Patrick Cox, CTO Rich Greene and Debbie Parigian, CPA, as the CFO. Combined, they offer over 70 years of experience.
New technology always has ways of getting abused. With TRUSTID‘s ability to reduce Identity Interrogation, the question is whether this technology work in the long-term, while it saves call centers money? Only time will tell, but if it does, customers will feel much more at ease, while the call center operators can be more efficient.
By Simon Mounsey