In the world of Financial Services, security is front and center; it is pivotal to ensuring that customers’ sensitive data remain safe and a firm’s reputation remains intact. In the contact center, the authentication of customers via a security check is a crucial prerequisite to meeting their needs.
This study looks at the specific identifiers used for customers across the industry based on actual observations and considers the trade-offs to added security such as burdening the customer and increasing handle time. The study also considers the role of the automated phone system and looks at technologies which could fundamentally alter the way the security check is handled in the future.
For more information about DALBAR's QAIB, please contact Cory Clark at 617.624.7156.