Inbound Calls - Verify Customer Data / Security Questions

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Inbound Calls - Verify Customer Data / Security Questions
Hi, was wondering if anyone has any details about if there are any requirements or best practice for verifying customers information before discussing order/contact/financial information with them. We have orders placed by phone or online by customers and they often call to discuss the order (order tracking, copy invoice etc) and was wondering if what people do to verify customers information first?

Helper

Call Centre Helper

Do they have an order number?
Generally if they have an order number then asking them to confirm their name should be suitable.

If they do not have an order number then you would need to take them through some form of security.

These links may help.

https://www.callcentrehelper.com/what-are-the-best-security-questions-for-call-centres-13520.htm
https://www.callcentrehelper.com/10-techniques-to-reduce-time-spent-on-id-and-verification-114221.htm

Call back a trusted number
Perhaps you could call them back at their trusted phone number and verify that they actually requested the information?

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