Flare were fortunate to be invited to review an established voice biometrics deployment, one of the largest in Australasia. The engagement encompassed the whole of their IVR experience, and into the contact centre. But, while the recommendations pointed to work needed across all of the customer journey, the most significant handbrake/bottleneck for the business was clearly the lack of penetration of self-authentication. Get identification and authentication done in the IVR and it opens up a world of self-serve opportunities as well as reducing agent handle time by 20+ seconds per call. In fact, go a step further and it can fundamentally change the operating model.
This last comment extends from the interviews we conducted with team leaders, and quality coaches in the contact centre. One of their continual challenges is training, monitoring and coaching agents to ensure compliance with privacy policies. i.e. Are all the agents stepping through the required set of authentication steps with customers and getting satisfactory responses before interacting on the account. This takes up almost a third of the initial training before an agent can get on the phone and is an ongoing workload to monitor and manage.
So, fix self-authentication and you can avoid many of your agents even having to deal with manual authentication. Nothing to train, nothing to monitor for many of your staff.
But that’s largely a side benefit of fixing the problem at hand. How to lift the self-authentication rates.
What we identified was a short-term solution where the client could lift self-authentication from current rates of just over 10% to 50%, by employing best practice uses of voice biometrics (The long-term strategy is to lift this beyond 80%).
The original design was developed on a security and risk mind-set of finding reasons to fail callers, rather than pass them. This was done through nearly 30 seconds of prompting and response during verification. It was simply too much opportunity for the customer, speech and/or biometrics to make an error. In comparison the best practice designs recognise that voice biometrics is more secure based on a strong single artefact rather than medium scores across multiple artefacts.
In fact, it was proven that the 10% could be lifted to 14% simply through more focus on prompting, removing verbose messaging, and focussing on prompting shaped to maximise customer engagement.
The stakeholders were fantastic and up to the challenge, highlighting for us that there was a critical change in the way this business now looks at customer service. The increased collaboration between IT and business, and indeed, nearly identical objectives for this work has meant that they are all working hard now to shape voice biometrics as a tool to pass callers rather than fail them.
About Flare Design: Flare are leaders in voice biometric customer experience and business process design. We bring a complete end-to-end view of the impacts, pitfalls and mitigating strategies of voice biometric implementations, change and the impact on staff.