http://www.idology.com/call-center/call-center | It is important to deliver a good customer service experience and improving your call center performance can assist with this task. Read our 7 ways a dynamic KBA solution can help your business’ call center.

1. Improve Your Call Center Performance
7 Ways A Dynamic KBA Solution Helps
An IDology, Inc. Whitepaper

2. Improve Your Call Center Performance: 7 Ways A Dynamic KBA Solution Helps
page 1 © 2013 IDology, Inc.
Delivering a pleasant consumer experience on the phone is a make or
break opportunity for creating positive customer relationships through
your call center. In their new book “Rules to Break and Laws to Follow,”
Peppers and Rogers, discuss the scarcity of customers and how critical
creating better customer relationships is to building long-term business
success. After all, keeping customers is easier and more profitable than
having to continually acquire new customers.
Whether you are dealing with new or existing customers, a key principle to follow is
“customers will do business with you tomorrow only if they (and their friends) trust you
today”1
But with identity theft recognized as one of the fastest growing crimes and garnering
a lot of media attention, our ability to trust, both as consumers and businesses, can be
challenging based on the fear of becoming a victim of fraud and suffering financial losses.
So how do you foster trust among your callers without placing your business at a higher risk?
By using a dynamic knowledge-based authentication (KBA) solution, which is a safe, friendly
way to quickly verify a caller’s identity and is designed to protect both your consumers and
your business from fraud.
Dynamic KBA works by presenting a series of multiple-choice questions to which only the
person being verified knows the answer. Because these questions are dynamically generated
and do not require a previous relationship with the consumer, they can be used in a variety of
situations from account origination to existing customers requesting account changes to further
verification on transactions that fall outside of normal activity. If your KBA solution provider
1. Peppers, Don & Rogers, Martha; “Rules to Break & Laws to Follow”; 2008, p7

3. Improve Your Call Center Performance: 7 Ways A Dynamic KBA Solution Helps
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accesses public data records instead of credit data, then typically the questions are based on
previous addresses, people the consumer knows or vehicles he or she has owned. Credit-
based questions are usually about mortgage payments or credit cards.
Often dynamic KBA is confused with the static questions some companies use such
as what is your mother’s maiden name or what is the name of your favorite pet. The
difference is these static questions are based on shared secrets which the consumer chooses
and provides the answers to them self. This means you must have a prior relationship with
the consumer before these questions can be presented. Instead dynamic KBA is intuitive
and develops questions on-the-fly using information found within a consumer’s data
record. Dynamic KBA gives your call center reps a tool that that can be used in multiple
situations because it is able to identify consumers at the beginning of a relationship and
after one has already been established.
Dynamic KBA is used by a lot of industries for a variety of reasons requiring a high level
of verification. Some examples include verifying someone opening a new account to meet
compliance regulations or verifying an existing customer before completing an account
change request like a change of address or password reset. Dynamic KBA is used for high-
risk transactions defined by product, price or even geographical location of the transaction
and can also be used as further verification on abnormal account activity such as a money
transfer or a large number of purchases within a certain time period
Overall, no matter what industry you are in or the reason for deploying, a dynamic
KBA solution shows your customers that you are serious about protecting their identity
and raises their confidence in your business so you are able to build a better, long-term
relationship with them.
Here are a few specific benefits of dynamic KBA and some good tips for selecting a
solution that will improve your call center performance.

4. Improve Your Call Center Performance: 7 Ways A Dynamic KBA Solution Helps
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Improves Customer Satisfaction
We all know how frustrating it is to be transferred from one department to another, much
less having to provide the same “verifiable” information each time you are transferred. Yet, to
protect your business from high risk situations, multiple transfers are sometimes necessary so
that you can be sure the person is legitimate. KBA allows your reps to quickly approve orders
or customer account changes which in turn increases customer satisfaction and improves the
chances that a consumer will become a repeat customer.
Of course, it is important to select a provider that authenticates someone through friendly,
non-intrusive questions. Sure a few customers will find questions intrusive regardless, but this
can be mitigated based on the type of questions you present.
Look for a provider that offers several types of questions and allows you to set preferences
for which questions will be asked. Also consider the type of data sources questions are being
dynamically generated from. Credit-based questions tend to be less friendly and harder to
answer, even for the real person. And if your demographic includes a lot of younger or new
in country customers, a credit-based solution will not be able to generate questions since these
people may not have credit files.
Shortens Call Times
Being able to quickly capture information from consumers and verify their identity using an
automated verification process serves to shorten your call times thus maximizing your overall
efficiency. The key here is to find a solution that includes ways for your reps to easily and
inherently move through the process without having to put the caller on hold or transfer the
consumer to a supervisor or another department. You will want to find a solution that also
delivers more than ambiguous scores as results. While it is simple for a rep to know how
to handle a low or high score, call times suffer when scores fall in the middle. Being able to
provide your reps with actionable intelligence reduces the amount of judgment decisions they
need to make and will shave seconds off calls, which can quickly add up to more minutes and
hours of productivity from your employees.
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Increases Revenue
The benefit of more employee productivity is more revenue. Plus long hold times and slow
processing from delayed approvals puts your business at risk of the consumer taking their
business elsewhere. Because dynamic KBA is an automated process, your costs associated with
manual review on suspicious activity are reduced, giving you both more revenue and profitability
from quickly approving legitimate customers while also stopping fraudsters. To avoid long
implementations, find a solution that is offered as a Software as a Service (SaaS). Typically SaaS
providers have shorter go-to-market timeframes because they offer multiple deployment methods
including a web-portal. If integrating into your existing CRM solution is a requirement, you will
want to select a solution that is easy and seamless to integrate so that you can quickly start to reap
the revenue rewards.
Keeps You Compliant
As the government continues to examine threats to our country, from terrorism to the impact of
identity theft on consumers, chances are your business has some type of compliance regulations
to follow; especially if you are issuing any sort of credit or allowing customers to pay through an
installment plan.
Dynamic KBA helps multiple industries meet its compliance initiative – everything from Know
Your Customer and Red Flag Regulations to NACHA and COPPA compliance. Even if you do
not have any compliance requirements to follow, having a higher confidence that the person on
the line is real helps protect both consumers and your business from identity theft. And finding a
solution that does help multiple industries meet compliance standards is great assurance that you
are working with a quality provider.
Limits Data Exposure within Your Company
Data breaches and identity theft are two topics heavily covered by the media and are top of mind
for consumers. As a result people are more aware of how their personal information is collected
and used, and in some cases are reluctant to share anything beyond their name and address,
especially to a call center representative. Because of this, you will want to find a solution that can
proof a caller’s identity and generate a question set using the consumer’s name and address only.
Also be sure question answers are never shared and results containing sensitive information are not
displayed so that consumer privacy is always protected. Though unpleasant to consider, limiting the
amount of data exposed during verification protects your company from employees with less than
honorable intentions by reducing the chances of an employee misusing consumer data or coaching
a caller on how to answer the questions.
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6. Improve Your Call Center Performance: 7 Ways A Dynamic KBA Solution Helps
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Stops Fraud
On the front-end dynamic KBA stops imposters by verifying someone is who they claim to be using
multiple-choice questions. What is important is to evaluate the controls and processes operating on the
back-end to prevent bad guys from tricking the system. A good system is supported by deep analytics
that examines transactions including how often a name or address is used or what time of day the
request is being made, to stop potential fraud. Look for a provider that offers you the ability to set
multiple rules and conditions that trigger fraud flags as well as a clear escalation path and easy way to
alert you and your reps to the situation.
Monitors and Improves Your Reps
Overall Performance
Through a variety of call center reporting mechanisms you can monitor your company’s performance
and specific customer service representative performance. This information is especially useful in
pinpointing reps that require further training or need more coaching. Not to mention providing a great
way to boost employee moral by being able to spot the superstars in your call center and give them
recognition. When evaluating a solution provider, find one that offers real-time reporting both within
standard dashboard reports and custom reports. This allows you to immediately evaluate your call
center’s results and gives you a better advantage to respond to situations that need your attention.
About IDology, Inc.
IDology, Inc provides real-time technology solutions that verify an individual’s identity and age for
anyone conducting business in consumer-not-present environments, such as a call center or online,
to help drive revenue, decrease costs and prevent fraud. What makes us different is that we do this in
a way that builds more confidence with your customers – by protecting sensitive data and promoting
consumer privacy. Founded in 2003, IDology is the only Software as a Service identity provider to
offer an on-demand change management tool that allows client’s to design and build the entire identity
verification process and customer experience, including within an integrated solution, without having to
rely on internal IT resources or contact IDology’s customer service.
For more information, visit www.idology.com or call 866-520-1234.
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