Call Centre Authentication/Risk Policy Diagnostic

  • Varying authentication processes at a top tier Canadian bank are not consistent from group to group. The end is result is that criminals have been exploiting the inconsistencies between groups and have driven up fraud rates to unacceptable levels while at the same time legitimate customers have been failing call authentication resulting in a negative experience for both the customer and the call centre employee
  • As other business channels continue to enhance or automate their authentication procedures, fraud has been migrating to manual agent calls

Call Centre Authentication/Risk Policy Diagnostic

download