Average Manual Customer Authentication Time

Benchmarking Report

Average Manual Customer Authentication Time

This PDF report includes benchmarking data (in a visual, chart-based format), a comprehensive KPI definition, characteristics of high performers and technical details on measuring Average Manual Customer Authentication Time. Purchase and download this easy-to-understand, presentation-ready report immediately to compare performance levels, set attainable performance targets, and push towards best-in-class performance for this KPI.


What is Average Manual Customer Authentication Time?

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.

Why should Average Manual Customer Authentication Time be measured?

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.


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