Average Manual Customer Authentication Time

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KPI Benchmarks : Average Manual Customer Authentication Time

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Average Manual Customer Authentication Time

KPI Details

Average Manual Customer Authentication Time measures the amount of time required for a Banking Call Center employee to verify the identity of an incoming caller. A high value for this metric can indicate poor in-call processes for account verification, overly manual verification procedures or a lack of representative training, all of which can lead to bloated average handle times and sub-par customer satisfaction. Excessive verification times exacerbate the issue and prevent representatives from moving on to other calls.

KPI Definition

The total amount of time required for call center representatives, or agents, to manually authenticate customers’ identities divided by the total number of calls handled which required customer authentication over the same period of time.

KPI Calculation Instructions Average Manual Customer Authentication Time?

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