The longer your customers have to wait in your call center, the worse their customer experience is going to be. At the same time, long identity verification processes rack up opex (~$3.60 per call). This means that your pass rate (the percentage of your customers that can be greenlighted or ‘passed’ without friction) could mean the difference between boosting a customer’s satisfaction and losing them to a competitor. The big question is which technologies to invest in to ensure that your customers are able to get through to you quickly and with the best customer experience.
It is well established that through ANI matching, customers’ identities can be verified and matched with the appropriate record before being routed to the right teams. This process can be spotty at best, primarily because some records may be missing phone numbers, and ANI match rates can be affected. But when done well, ANI matching can reduce call handle times significantly by reducing the need for a customer to answer KBA/security questions, and in many cases, can contain that customer in the IVR so that they can self-service and avoid speaking with a human agent completely.
If increasing your ANI match rate in order to decrease your call wait times is a priority for your company, here are 3 best practices for the call center when it comes to reducing your call wait times:
Think: Thorough, complete, accurate: the three pillars of ANI matching. Does your call center experience employ these best practices to reduce call wait times?
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