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


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

Published On: 20th Aug 2015 - Last modified: 24th Apr 2017
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