{"id":11384,"date":"2023-03-23T10:00:23","date_gmt":"2023-03-23T10:00:23","guid":{"rendered":"https:\/\/www.contactbabel.com\/?p=11384"},"modified":"2023-03-24T11:53:48","modified_gmt":"2023-03-24T11:53:48","slug":"what-are-some-of-the-customer-identity-verification-processes-that-contact-centres-are-best-advised-to-put-in-place-for-fraud-reduction","status":"publish","type":"post","link":"https:\/\/www.contactbabel.com\/staging\/?p=11384","title":{"rendered":"What are some of the customer identity verification processes that contact centres are best advised to put in place for fraud reduction?"},"content":{"rendered":"

An increasing number of <\/span>customer experience<\/span><\/a> journeys in the 2020s begin with some form of identity verification process. Such customer security processes are about two factors: whether the person reaching out to the contact centre is who they say they are, and whether that person is allowed to do what they are trying to do.\u00a0<\/span><\/p>\n

Until just a few years ago, many businesses relied on trusting that the customer was who they claimed to be \u2013 to this end, the contact centre might have only asked for a name and address.\u00a0<\/span><\/p>\n

Since then, however, identity verification processes have come to be seen as critically important. As a consequence, for most calls that are not initial enquiries, the contact centre will now need to verify the caller\u2019s claimed identity by requesting further information that only the real customer would normally know. This is known as knowledge-based authentication, or KBA.\u00a0<\/span><\/p>\n

Amid heightened identity-theft risks, traditional challenge\/response approaches may no longer be enough\u00a0<\/b><\/p>\n

The above might have seemed a sturdy enough approach to identity verification by many call centres, at least until recently. But is it enough in an era in which we hear of more and more instances of fraudsters being able to access customers\u2019 personal information, such as mother\u2019s maiden name, date of birth and even payment card details, as can be stolen from websites?\u00a0<\/span><\/p>\n

Indeed, research has found that fraudsters answer knowledge-based questions correctly a large majority of the time \u2013 a sure indication that many organisations need to further optimise their identity verification processes in ways that look beyond the traditional challenge\/response method.\u00a0<\/span><\/p>\n

What solutions are available to call centres looking to improve their identity verification?\u00a0<\/b><\/p>\n

Identity verification processes used by today\u2019s contact centres are typically based on one or more authentication factors that fall into the following generally accepted categories:\u00a0<\/span><\/p>\n