COVID-19 and social distancing measures have made it critical for contact centers to find new ways to handle an unprecedented volume of inbound calls without disrupting the customer experience. Organizations that are using outbound phone channels to improve communications with consumers are also facing challenges, especially around contactability.
Keeping the consumer experience frictionless and ideal can be difficult in this environment. Greeting callers with 30-90 seconds of challenge questions (“mother’s maiden name,” etc.) frustrates customers and slows agents, instead of quickly resolving the original purpose of the call. Anxiety caused by COVID-19 makes these problems worse.
Next generation technologies are available to improve both inbound call center efficiency and outbound right-party contact rates. These technologies authenticate inbound callers pre-answer, eliminating the need for costly, time-consuming, and consumer-unfriendly Knowledge-Based Authentication (KBA) questions. For outbound contact centers, they can optimize their calling strategies using predictive phone behavior intelligence to determine what time of day and day of week individual contacts are most likely to pick up the phone, and the best phone number to call them at.
Join Neustar and a select group of industry thought leaders as we discuss how contact centers are finding new ways to handle high volumes of inbound calls and how to make every outbound dial count during these challenging times, while keeping customer experience top-of-mind.