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How a Global Insurance Company Reduced Call Center Handle Time by 1 Minute by Replacing Knowledge-Based Authentication with Prove

Post by:
Yuka Yoneda
July 12, 2022
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July 12, 2022
How a Global Insurance Company Reduced Call Center Handle Time by 1 Minute by Replacing Knowledge-Based Authentication with Prove

A major global insurance company (“Global Insurance Company A” or “GICA”) was looking to modernize its call center authentication processes to improve its customer experience, reduce call center handle times, and improve the security posture of its call centers. GICA also wanted to enhance identity proofing during their onboarding processes by reducing reliance on cumbersome knowledge-based questions. GICA originally started out using a different vendor for onboarding phone ownership verification but approached Prove after not achieving the desired results with the initial vendor.

Global Insurance Company A’s Results Using Prove Identity Manager and Trust Score

Using Prove Identity Manager and Trust Score, GICA was able to achieve the following results for their two use cases:

  • Use Case 1 - Call Center Authentication: “Our passive authentication solution uses Identity Manager and Trust Score from Prove. Passive authentication happens in the IVR without any effort from our customers or call center employees. The successful passive authentication step-up removes the need for 2-3 knowledge-based authentication questions. This has resulted in 1-minute savings in Average Handle Time.”

    “Our caller authentication solution has not only created a better customer experience, but it has also greatly improved the experience for customer-facing employees. Here is a quote from a senior financial counselor: ‘The customer experience is better simply because they don’t have to go through a gauntlet of questions on each call, As an employee, knowing the call is secure while asking fewer questions projects my confidence onto the customer, which improves their overall experience with us.’”

  • Use Case 2 - Customer Onboarding: “85% of registrations use One-Time Passcode to identity proof the customer. Over 95% of customers eligible to use OTP are successful, compared to only 60% of customers who use our KBA process. We saw a significant reduction in customer phone calls for help with the onboarding process.

Why Global Insurance Company A Selected Prove

“Prove offered a complete ANI (automatic number identification) call authentication solution. We were interested in other opportunities to use Prove for identity proofing and leveraging Prove Identity Manager data to ensure we have accurate phone numbers for our customers.”

Expanding Usage of Prove Solutions

GICA has already rolled Prove solutions out to 10 of their call centers and has been so pleased with the results they’ve seen that they plan to expand to an additional 6 call centers in the next few months.

Thank you to Global Insurance Company A for sharing its experience using Prove solutions. For more information about how Prove Identity Manager can enhance your customer experience, head to our solution page here or request a demo today.

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