Average Manual Customer Authentication Time

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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

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