How do you handle customer identity verification in omnichannel contact center environments?

1 Why verify customer identity?

Verifying customer identity is not only a legal requirement for some industries and transactions, but also a way to protect your customers and your business from fraud, identity theft, and data breaches. By verifying customer identity, you can ensure that you are dealing with the right person, that you have their consent to access their information, and that you can offer them relevant and personalized solutions. Verifying customer identity also helps you build trust and loyalty with your customers, as they feel more secure and valued by your brand.

2 How to verify customer identity?

Different methods and tools can be utilized to verify customer identity, depending on the channel, type, and level of verification needed. Security questions based on the customer's profile or account details, like date of birth or PIN code, are one way to verify identity. Additionally, sending a one-time password (OTP) or verification code to the customer's phone number or email address can be used for verification. Biometric authentication, like voice, fingerprint, or facial recognition, is another method to match the customer's identity with their stored data. Third-party verification services, such as identity verification platforms or databases, can also be used to validate the customer's identity documents and credentials.

4 How to overcome the challenges of customer identity verification?

To ensure successful customer identity verification, you need to adopt a holistic and customer-centric approach. This should include implementing an omnichannel identity verification solution that can integrate with existing systems and provide a seamless experience. Leveraging AI and ML can automate and optimize the process, while providing clear instructions and feedback to the customer. Additionally, empowering agents with the right training and tools can help them handle verification requests efficiently, as well as escalate complex or suspicious cases. Finally, measuring and monitoring the performance of your verification process and collecting feedback from customers and agents can identify areas of improvement and innovation.

5 How to benefit from customer identity verification?

Customer identity verification can bring a host of advantages to your omnichannel contact center environment, from enhancing customer security and trust to improving customer satisfaction and retention. It can also streamline customer service and support, reducing the average handling time and cost per contact. Additionally, customer identity verification can boost customer loyalty and advocacy, ultimately strengthening your brand reputation and image.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?