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The Call Center Experience: Improving Call Flow and Authentication

The Call Center Experience: Improving Call Flow and Authentication

Meeting and exceeding customers’ call center expectations is challenging, especially given varying consumer preferences and the importance of properly authenticating the caller.

The Aite-Novarica Group conducted research, sponsored by TransUnion, into consumer attitudes about call center authentication processes. The study revealed three distinct persona segments with varying attitudes about security and convenience related to call center interactions.

It also provides recommendations for improving call flow to streamline good customers and help prevent fraud from suspect callers.

Download The Call Center Experience report now to understand the three caller segment personas and how to serve each of them more effectively.