The latest Call Center Commerce Tracker looks at how call centers are using artificial intelligence (AI) and biometrics to keep customers satisfied and safe, as well as new voice and visual trends.
One of the biggest changes is that call centers are moving away from knowledge-based authentication (KBA) methods like passwords and PINs and employing methods with multi-factor authentication (MFA). According to a survey by TRUSTID, this year, 17 percent of call centers plan to replace KBA methods with MFA, double the figure (8 percent) from 2018.
Call centers are especially vulnerable. A majority (51 percent) of call center leaders cited the phone channel as the primary source of account takeover (ATO) attacks.
Three-fourths (76 percent) of call center leaders felt confident that they could prevent ATOs without diminishing the customer experience. And many are ready for a change: 46 percent of call center leaders were “very” or “somewhat” dissatisfied with their current caller authentication methods, a 50 percent increase from 2018.