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
Published On: 20th Aug 2015 - Last modified: 18th Feb 2020
Read more about - Archived Content, Customer Management
