Biometrics in the call centre: How are FSIs using authentication technologies to crack down on fraud, empower agents and provide seamless customer experience?

Sponsored by Nuance
Wednesday 14th September 2022
City Social, Tower 42, 25 Old Broad St, London EC2N 1HQ

In an on-demand world, customers expect to be able to pick up the phone and speak to their financial services provider 24/7, with the customer services agents expected to provide them with a personalised and friction-free experience.

Crucially, with rising awareness of fraud and data breach, customers are also concerned that their interactions with the call centre are secure, with sensitive financial data protected from potential fraudsters, who see the customer services centre as an increasingly easy target for their attacks.

But in their efforts to deliver customer experience that is both seamless and secure, many financial services providers are failing at the first hurdle, with many customers waiting on hold to speak to a customer services adviser only to find that they cannot begin their query until they have verified their identity with a password, secret question and other secure information.

For many customer service agents, this authentication process results in customer frustration, extended call handling times and an inability to give great service to those with complex queries and the need to speak to an advisor, potentially jeopardising the customer relationship altogether.

It can also mean that vulnerable customers can miss out on the human-centred, personalised service which is so important to guiding them through sensitive financial discussions and processes.

To meet these challenges, many financial services providers are exploring the potential of biometric authentication to ensure customer identities are verified in a secure way which meets the need for smooth customer experience, security and regulatory compliance.

This roundtable event with senior industry peers will explore the key challenges for customer services teams in financial services firms as they look to crack down on fraud while ensuring personalised and seamless customer experience.

Topics for discussion:

•Has there been a rise in fraud attacks on the contact centre, and what kinds of fraud are FSIs typically seeing?

•What role can biometric authentication play in reducing friction in the customer experience of the customer services centre?

•How are FSIs balancing the need for seamless customer journeys and security, and what are the major challenges here?

•How are customer attitudes to biometric authentication methods changing?

•How are FSIs using biometric authentication to support vulnerable or less digitally-savvy customers?

•What role can biometrics play in helping FSIs to maintain regulatory compliance around customer interactions?

•What are the key challenges for FSIs in reducing call handling times in the customer contact centre?


Timings for the evening:

18:00 – 18:30        Welcome and refreshments 
18:30 – 20:00        Introduction to fellow guests and roundtable discussion 
20:00 onwards      Complimentary three-course dinner

Brought to you by FStech