Call Center Authentication: Are Your Customers Who They Say They Are?

Authentication:Are Your Customers Who They Say They

Are?

How We Authenticate Over The Phone

What’s your mother’s maiden name?

How We Authenticate Over The Phone

What was your high school mascot?

How We Authenticate Over The Phone

Who played third base for the Yankees in 1954?

KBAs are Ineffective

Fraudsters can find the answers to KBAs online, or buy them on the black market.

KBAs are Ineffective

According to Gartner, 10-20% of legitimate users fail to answer KBA questions correctly.

The Cost of Authentication

45-90Seconds spent manually verifying callers with KBAs

$0.02Operational cost per second

$0.57Dollars lost for every call into your call center

$6,460,500Average Yearly Authentication Costs for Call Centers Receiving 10,000 Calls Per Day

Is there a better way to authenticate customers?

PhoneprintingPindrop analyzes the entire audio spectrum of a

call to identify indicators of attack

PhoneprintingCalls deemed safe are unlikely to be fraudulent, so call center

reps can streamline regular authentication processes.

Pindrop In ActionPHONE TRAFFIC

ANI

Audio

Reputation Consortium

Geography

Phone Type

Phoneprint

Voiceprint

Analysis Scoring

Risky

Fraud Analyst

CSR

Fraud Database

Time to Complete: 18 seconds

Notification

API

CaseManager

Authentication Savings

KBA Authentication Pindrop Authentication

Avg. Verification Time 60 seconds 40 seconds

Operational Cost Per Call $1.20 $0.80

Fraud Cost Per Call $0.57 $0.005

Total Cost Per Call $1.77 $0.86

Reduce Authentication Costs By 52%

The Pindrop Difference

COLLABORATIVEShare info across

organizations

EVERY CALLFunction in adverse conditions, on all or

most calls

ANOMALY DETECTION

Detect fraud on the first call

TRANSPARENTFast, behind the

scenes

MULTIFACTORExamine multiple aspects of call for

accuracy

Phone FraudStops Here.