Proves that happy employees are the key to happy customers
The Challenge
Before Pindrop, UCBI used traditional customer verification methods, including knowledge-based authentication, asking seven to ten questions. Pindrop’s data shows that fraudsters tend to pass such questions with success more than half of the time, whereas the actual person forgets the correct answers 20- 40% of the time.
The Solution
After reviewing the market of the phone channel authentication products, UCBI chose to further discussions with Pindrop based on two factors:
- The peer-to-peer existing customer referrals from the executive teams network in the Financial Services space
- Pindrop’s emphasis on voice security which helped UCBI overcome existing phone infrastructure challenges due to size, complexity, and acquisitions over time
Within the first month into the Pindrop relationship, UCBI experienced significant results
The overall average handle time (AHT) decreased by 29 seconds. By previously low-to-average performing agents, this improvement reached on average a whole minute. Considering their annual volume of 406,640 calls handled, that meant a reduction of roughly 197,000 Minutes in total handle time. The average speed of answering customer questions improved by 1 Minute and 11 Seconds. Abandoned calls went down by more than 7%.
Higher Call Efficiency
The increase in agent efficiency led to a 14% increase in calls handled.
Customer Satisfaction
The post-call customer satisfaction score improved by more than 5%.
Improved Call Handling
UCBI improved its efficiency with the average number of calls handled per agent increasing by almost 50% for the time period observed.
Positive Team Feedback
UCBI started receiving great feedback from its call center team members, with almost three quarters of those expressing high satisfaction.
“I don’t know what you’ve changed, but I love it! Not only is your team answering the phone much faster now, but not having to answer all those questions is a relief. Thank you!”
Happy, distinct voices in harmony
It was clear that happy call center agents were a big factor in the customer experience improvement — as reflected in two distinct voice categories:
1. Voice of the Agent
It was clear that call center agents were a significant factor in improving the customer experience. One agent voiced the ease of the product not adding more security measures, while also noting the time it saved them in not having to do a 7-step verification process. Another said it allowed them to efficiently serve more customers and improve upon hold times, leading to happier customers. Customers are more comfortable answering questions, and the number of fraudsters getting past the verification process has decreased.
2. Voice of the Customer
By facilitating agents’ productivity and ease in their work, customers, in turn, expressed gratitude for the change in the process. Not only was the team able to answer phone calls faster, but not having to put customers through too many hoops of questions to answer was also a relief.
What’s next for UCBI?
UCBI plans to stay alert and active within the Pindrop Quarterly Client Forum calls—sharing up-to-date, real-time information on the arms race of innovation of phone fraud and social engineering techniques threatening the security and positive customer experience that all banking customers should expect. UCBI will also continue treating its customers with the utmost respect and the precise attention they deserve.
Related research + insights
Access expert research, detailed guides, and practical resources on voice security to strengthen your contact center’s defenses.
