BAI Webinar

A customer-centric approach to call center authentication

Presented by:

RECORDED: June 3, 2020
TIME: 1:00 - 1:45 PM CT

Your contact center is the frontline of customer experience. It’s where sales are closed, problems are resolved, and loyalty is won. Your contact center can also be a customer’s “final straw” with your company. One in three customers will leave a brand they love after just one bad experience, and 92% would completely abandon a company after two or three negative incidents. Every interaction counts, starting with authentication.

By the time a customer call reaches a telephone agent, there should be no mystery of the caller’s identity. Identification and authentication should happen pre-answer, before the IVR routes them or the caller hears “Hello.” The best companies know this, which is why so many are abandoning KBA in favor of more efficient, effective, and customer-centric authentication models.

Key Takeaways:

  • Market drivers, challenges, and forces influencing call center trends for improving client experience and mitigating fraud loss
  • Common call center authentication practices that degrade customer experience and undermine security
  • How call centers in leading financial institutions are balancing customer experience with security by adopting ownership-factor authentication
  • Insights from the 2020 Neustar/TRUSTID State of Call Center Authentication survey


Lance Hood
Senior Director of Inbound Authentication

Lance is responsible for Inbound Authentication products at Neustar. He joined TRUSTID, a subsidiary of Neustar, Inc., in 2017 and helped establish the company as the market leader in pre-answer call center authentication leading to the company’s acquisition by Neustar in January 2019. He has over 20 years of marketing experience spanning technology, healthcare and security markets. Before joining TRUSTID he led marketing for GetInsured and Array Health. Prior to this, he led product marketing at EDI leader Edifecs and held multiple executive positions at security vendor Epok. He holds a Bachelor of Business Administration in Marketing from the University of Puget Sound and a Master of Business Administration in Finance from the Foster School of Business, University of Washington.