Call Centers Move Away From KBA With MFA Solutions

Call centers are starting to move away from KBA as new technologies emerge. The number of facilities looking for alternatives has doubled since 2018, with 17 percent utilizing MFA to better protect against fraud. The need for newer, stringent authentication comes as call centers — especially those for banks and other financial services — are getting hit with increasingly sophisticated fraud. A recent survey found that 51 percent of financial service professionals believe that phone channels see the greatest number of ATO attempts.

The healthcare industry is also busy fending off fraudsters in its contact centers, especially as seniors face an increase in phishing attempts and robocalls. Fraud protection is thus a high priority for all call centers, regardless of their industries. Call center leaders know this, as shown by the 91 percent who cited it as important.

Consumers are losing faith in passwords, PINs and similar KBA verification methods, but they also refuse to sacrifice speed and convenience for greater security — quick and easy user enrollment remains a top priority for that same 91 percent of call center industry leaders. Many call centers are looking to marry passwords and PINs with tools like biometrics because of this. Solutions like these rely more on who customers are rather than what they know. Users’ voices, how they hold their phones or type and their fingerprints are all factors call centers are examining for more secure authentication.

Call centers must maintain the ease of use customers have come to expect, while still protecting them from fraudsters. Implementing biometric verification in tandem with other tools could help call centers looking to move away from KBA. What is most notable about these newer authentication methods is that they do not always rely on the customers themselves. They instead work on the back end to ensure customers actually are who they say they are.

November 26, 2018

Call centers are facing the potential of fraud from inside and outside their facilities, and they are taking multi-pronged approaches to tackle these security challenges. At the same time, experts say that fraudsters will be busy this holiday season, and will be particularly active on online marketplaces. And companies are creating fraud prevention defenses for the mobile order-ahead space, as quick-service restaurants (QSRs) are moving forward with digital innovation….

March 6, 2018

Call centers.

Call them centers of consumer frustration?

You know the drill. The standard way of getting help – the automated kind (through interactive voice response) – just isn’t cutting it. The chatbot isn’t enough.

There’s a need for a human on the other line – the hand-holder, who will assist with the technical problem or the transaction gone awry, or perhaps the recurring payment that didn’t recur…

November 17, 2017

Communication and financial technology have both undergone rapid transformations over the years. The ways we talk and exchange money are almost entirely different than what we saw decades ago.

But, even as the rest of the world evolves, some things do not change. Despite the shifts from home phones to cellphones to smartphones – and from cash to credit cards to mobile checking accounts – call centers have remained omnipresent…