Social distancing measures have made it critical for contact centers to find new ways to handle an unprecedented volume of inbound calls without disrupting the customer experience. Callers stressed by the pandemic are twice[1] as likely to have “difficult interactions” with call center agents, which dampens cross- and up-sell opportunities and predicts churn.

Greeting callers with 30-90 seconds of challenge questions (e.g., “last four digits of your social security number”) implies mistrust and delays resolution of callers’ needs.

The solution, proven in many major call centers, is to authenticate callers without agent intervention. The faster the person on the other end of the line can be authenticated—even during unprecedented spikes in inbound call volume—the better call centers can deliver safe, efficient service.

Join Neustar and guest speaker Aite Group senior analyst Shirley Inscoe for a discussion of how contact centers are handling high volumes of inbound calls without sacrificing customer experience or operational efficiency.

[1] https://hbr.org/2020/04/supporting-customer-service-through-the-coronavirus-crisis