BY ART COOMBS
Published in ICMI.
When we think of “secure measures,” the concern that often comes to mind first is the gatekeeping mechanisms which naturally take more time to complete. While everyone wants tight security protocols, especially when it comes to credit card details or social security numbers, we are also a time-strapped population. Whenever we can save time, it is appreciated.
When customers are able to save time or complete their transactions efficiently, they tend to be happier. This translates to higher customer satisfaction ratings and agents spending less time on the phone. Reduced Average Handle Time (AHT) means operational cost savings, which is also appreciated. While we can all agree that expediting processes on calls is beneficial, this must be done without compromising security or verification procedures.