Pindrop® Passport saves millions in average handling time savings
The Challenge
Huge Insurance Co., one of the largest insurance companies in the U.S. was experiencing unnecessarily high average handle times, causing serious slowdowns in customer resolutions.
To make matters worse, failed attempts at protecting customer data drove service agents, analysts, and leadership at the organization to distrust did not completely trust their existing processes for validation and identification. Huge Insurance Co needed a solution that could speed up time to resolution, reduce average handle times, and restore confidence in its ability to protect customer data.
The Solution
Understanding the advantage multifactor authentication provides your contact center is paramount when addressing today’s challenges. Verification of identity curbs fraud costs and can facilitate time saving and consumer-focused benefits for organizations of any size, and passive multifactor authentication is the best and most effective way.
We’ve compiled data from a well-known yet anonymized Pindrop customer to illustrate
how Pindrop Passport made an impact on their consumer experience and improved operational efficiency. Because of the nature of our business we have shielded our client names, reach out if you want to learn more about this case and its outcome.
Huge Insurance Co. seeking help in 3 main areas:
- Huge Insurance Co.’s reliance on KBAs not only agitated customers but caused operational inefficiencies as a result of the time-consuming inquiries forced during every incoming call.
- Customer service agents began to distrust their outdated authentication procedures and were forced to become detectives with only KBAs as tools to discern genuine callers.
- Every incoming caller was asked a minimum of four knowledge-based authentication questions, causing unnecessarily high average handle and hold times.
Benefits of Pindrop
- Pindrop® Passport requires no human interaction
- Passive Authentication empowers agents
- Reduction in AHT leads to cost savings
“Pindrop has helped us tremendously
improving the
user experience for our callers and is a critical part of our caller authentication
ecosystem.”
FRAUD OPERATIONS HEAD
Pindrop helped save $864K + authenticated 88% of calls
By authenticating 88% of eligible calls for Huge Insurance Co. passively and before being connected to an agent, it restored trust among staff and customers within their contact center. In addition, after implementing Pindrop Passport for (length of time) Huge Insurance Co. saved $864,000. Passport nearly eliminated KBAs, strengthened frontline defense, and reduced costs for this customer.
How we do it
Passport uses proprietary multifactor authentication processes, leveraging thousands of factors for the identification of incoming callers.
Calls Per year
in Cost Savings
Saved Per Call
Related research + insights
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