Your call centre needs to be sure that a caller is who they say they are and proving their identity quickly is key to keep fraudsters out and deliver a smooth caller experience. That said, traditional authentication processes can be costly, difficult to use, and often provide little real security. So how can you ensure you’re keeping customer data safe without letting bad agents slip through your system?

Two words: Network Authentication.

Through machine learning and network signalling data, Network Authentication can identify atypical behaviour that might signal a fraudulent call and quickly send an alert to a call centre agent.

But a successful Network Authentication process is more than technology alone. It’s a group effort. And you need a well-rounded team built of representatives from various parts of your organisation to provide their expertise and support. Read on to find out how to build that team.


Ringing in contact centre operations

Responsible for the contact centre and its agents, Contact Centre Operations staff are the frontline to customer authentication. Their job is to verify customer identity, so it’s their responsibility to limit caller information available to agents and only expose information after a caller is thoroughly authenticated. These employees are familiar with the challenges and deficiencies of traditional security processes and should weigh in on any changes to the process.

After all, any improvements should be aimed at making their job easier, too. Thanks to the very nature of their role, contact centre operations teams have a clear understanding of current practices, how they work, and how they impact customers and agents. To evolve your security process and implement Network Authentication successfully, you’ll want a contact centre operator on your team.

Read the full article here.