Credit unions face a delicate balancing act that pits fraud mitigation needs against contact center operational costs and a negative customer experience. If a credit union doesn’t take steps to authenticate its inbound callers, it opens itself up to financial losses and reputational damages. But if a credit union places too much friction on the member experience, satisfaction rates will drop significantly, leading to lost members.
Delivering safe and frictionless member experiences requires up-to-date identity data and an authentication approach that quickly and automatically authenticates the caller before the member hears “hello.” The result is greater call center efficiency, decreased Average Handle Time (AHT), improved security, and higher member satisfaction. Join Neustar for the webinar, Instantly Identify Inbound Callers to Provide Better Member Experiences and Mitigate Fraud.