By Illuma
Financial Plus Credit Union was facing challenges with traditional verification practices. Contact Center Manager Ann Wright witnessed firsthand the frustration and friction. “It was a painful process to authenticate our members. We had our standard authentication process with a series of questions that were set in stone that we were required to ask. Using knowledge-based authentication (KBA) took three to four minutes on average. I’ve even seen calls that took almost six minutes.”
Cutting average authentication time down to 14 seconds has removed friction from the process for Financial Plus Credit Union. The team is able to easily block even well-prepared fraudsters that were a persistent threat without causing any disruption for members. According to Ann, “Because our agents are able to authenticate with voice, each call is a conversation. It is warmer. Escalations are way down. As the contact center manager, I’m the one who deals with the upset members. These days, I don’t even remember when I’ve last had one of those calls.”