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Why You Need to Improve Your Call Center Experience & How to Do It

Your companies’ call center is just as much a part of the user experience as your website, app or in-store experience. You might say it’s the heart of your business, as it’s one of the only places where customers speak directly to you. Unfortunately for many customers, calling into a contact center is a dreaded task usually met with frustration, long wait times and antiquated methods of identity verification.

Given the importance of customer service in today’s ultra competitive market, businesses should use the call center as an opportunity to impress and delight customers. Leaving them with a heightened sense of loyalty by way of a seamless, enjoyable customer experience.

Here we discuss the competitive advantage over competition by implementing a seamless authentication experience, the importance of constantly improving and upgrading your call center experience as well as how to do it using the latest technology from Transmit Security.

Call center reliance on knowledge-based authentication (KBA)

knowledge-based authentication (KBA) examples

While your overall customer experience should be a top priority, the call center experience demands extra attention. In order to meet the demands of your customers and efficiently serve them and solve their issues, you need to offer an experience that’s effortless and efficient. The most effective way to achieve this is by implementing upgraded methods of authentication.

In most cases today, authentication is based on ‘something you know’. This could be information such as your mom’s maiden name or the last four digits of your credit card number — all information that can be easily acquired through social hacking. When knowledge-based questions are in the mix users are faced with time consuming, repetitive rounds of questions in order to first verify their identity before getting into the real issue of why they called in the first place. According to Microsoft, 31% of customers find the most frustrating aspect of a poor customer service is having to repeat or provide their data multiple times.

By upgrading to an authentication method that’s based on ‘something you have’ (such as your phone) and ‘something you are’ (like your biometric information) you can seamlessly and securely authenticate users.

How an improved call center experience impacts your business

Apart from offering your customers a seamless online identity experience, there are a number of other benefits, that impact your business, to upgrading your call center experience to include biometric authentication:

Build loyalty and trust with potential customers: By removing all the friction and frustration caused by knowledge-based questions, you are able to gain the trust of your customers. According to the FIDO Alliance, 92% of consumers believe retailers offering on-device authentication care more about their customer experience. This shows, customers are open and receptive to new methods. Naturally, customer loyalty means more potential revenue in the future.

92% of consumers believe retailers offering on-device authentication care more about their customer experience.

FIDO Alliance

Maintain existing customers: 75% of consumers expect a consistent experience across all channels. Giving your customers a flawless, cross-channel experience ensures that regardless of the device or platform, customers can authenticate with the same familiar, authentication method — a recipe for a long lasting relationship which in turn makes sure that they continue to buy from your business or use your services.

Save costs by reducing AHT and call abandonment: When customers are forced to wait on the line for extended periods of time they feel unappreciated and eventually abandon the call. With biometric authentication you’re able to reduce your handling time, quickly identify your customer and solve their issue. With this improved method, you’re able to improve your customer retention rates which in turn saves costs.

Give customers a frictionless call center experience with Transmit Security 

Using Transmit Security’s latest passwordless authentication technology, you can offer your customers an omni-channel authentication experience. This allows you to drive consistency throughout your entire company building brand recognition and customer loyalty. Using strong device-based biometrics, customers can quickly and effortlessly identify themselves using just their device and their unique biometric information. With all the additional, unnecessary steps removed, your customers can be seen to and get their issues solved in a timely manner. Finally, you can offer a secure and delightful call center experience without endless questions, wasted time or frustration.

Ready to transform your call center experience? Find out how with Transmit Security passwordless authentication today!


  • Taira Sabo

    As a content writer for Transmit Security, Taira specializes in discovering and sharing trends and insights in the identity security industry. Her experience in various marketing and content roles in high tech gives her a unique perspective on content creation. Previously, Taira served as blog manager at leading website builder platform,