KPI Benchmarks : Average Manual Customer Authentication Time
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KPI Details : Average Manual Customer Authentication Time
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 Best Practices : Average Manual Customer Authentication Time
KPI Calculation Instructions Average Manual Customer Authentication Time?
KPI Formula :
Average Handle Time (AHT)
The average number of seconds required to handle a single call within the call center (includes inbound and outbound calls), including any after-call work and/or hold time that is required.
KPI Type : Productivity
Formula : (Number of Seconds Spent Handling Customer Calls / Total Number of Calls Handled)
KPI Benchmark Range : 221-656
Average Speed of Answer (ASA)
The average amount of time (in seconds) a caller must wait before a Call Center representative answers the phone. This number includes the time required to initially answer the call (i.e., s...
KPI Type : Service
Formula : (Number of Seconds Customer Waits for Representative to Answer / Total Number of Calls Handled)
KPI Benchmark Range : 9-110
Direct Banking: New Accounts
This workflow template illustrates the processing of requests for new banking accounts from retail customers. Purchase and download this template in PDF, Visio (VSD) and PowerPoint (PPT) for...
Type : Workflow Template
Process Participants : Call Center Agent, Customer, Direct Banking Specialist, Fulfillment Specialist