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

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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 has worked at Call Center Helper since 2007. She started off as News Editor and is currently Operations Manager. Jo quality checks a large number of the articles on Call Centre Helper, along with 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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