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82% of Contact Centres Can Authenticate a Caller in Less Than One Minute

Published On: 20th Aug 2015 12:07

According to our poll, the majority of contact centres authenticate a caller in less than one minute.

However, 16% of the industry professionals who took part in our poll admitted that their contact centre was yet able to do so.

Poll – How long does it take to authenticate a caller? – answers

We don’t authenticate: 16%
0 – 14 Seconds: 14%
15 – 29 Seconds: 33%
30 – 59 Seconds: 35%
60+ Seconds: 7%

Source: Call Centre Helper webinar: Innovation that Makes Customers’ Lives Easier Sample size – 110

Author
Jo Robinson

Jo Robinson is the Operations Manager at Call Centre Helper and has worked here since 2007. Jo quality checks a large number of the articles, and is also responsible for caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

Connect with Jo on LinkedIn

82% of Contact Centres Can Authenticate a Caller in Less Than One Minute

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