Caller authentication guide—best practices for call center verification

A 2022 study found that 63% of consumers are willing to pay more for great customer service. Contact centers have been designed to meet this demand and expedite problem resolution, with IVR menus and conversation AI proving valuable for quick fixes. However, without proper caller authentication solutions and techniques, bad actors can take advantage of good customer service, costing customers and contact centers money and resources. Fraudsters often target contact center IVRs to commit fraud or gather information for account impersonation. The consequences of fraud in the contact center include financial damage, reputational damage, and compromised data. To protect call centers from bad actors, strategies such as implementing 2FA or MFA, proactively monitoring for red flags, making efficient use of routing logic, and conducting regular employee training can be employed.