Customers are usually faced with the time consuming challenge of answering an elaborate list of questions to authenticate their identity when they call various customer service centres. This can result in customers being less likely to actually sit through the questions, thus leaving us without the information we may need from them on behalf of our clients. Voice biometrics authentication is the new buzzword in contact centre and BPO services industry circles. If you haven’t heard about it yet, let us break it down for you.
In its most basic form, voice biometrics authentication uses a technology to identify callers using voice patterns. No longer will people be required to answer endless questions to prove that they are who they say they are. Not only will this technology benefit customers in that it will save them time, but it is a more secure way to be sure that you are communicating the relevant information to the right person and not somebody else who may be posing to be the person you want to talk to. Especially when very confidential account information has to be communicated. One cannot exactly fake another person’s voice patterns. They may sound the same to us, but the system will be able to identify the difference in the minute frequencies and patterns. This is said to be a true revolution to the contact centre industry. A few banks in South Africa have adopted this technology and it is anticipated to continue growing, ensuring safety and accuracy in our industry.