Personalized Confirmation in Call Center

The call center plays an important role in managing and improving customer interactions within CRM (Customer Relationship Management).

The customer representative must ensure the security of customer information by confirming the customer and prevent fraud cases.

There is more than one method to confirm the customer. Knowledge-based confirmation, pin number confirmation, biometric confirmation methods are a few of them. I will give information about the personalized information-based confirmation structure we use for call center screens in the telecom industry.

We can classify the confirmation questions we will ask the customer according to information such as the type of line the customer uses (voice, data, etc.), the payment method of the line, and the customer’s segment. We determine confirmation templates according to these classes to ask customer-specific questions. After determining these templates at the database level, we can match the existing customer with the relevant confirmation template at the application level.

Now we can establish a flexible confirmation structure by adding question pools to the template we matched. We add the number of correct answers required for our customer to pass the confirmation, the right to answer incorrectly, and the questions we will ask in this table. We can change these rules on a customer-by-customer basis by intervening in the confirmation structure at any time. In the application layer, we obtain the answers to these questions through web services and use them on the screen for information confirmation.

If the customer answers the questions in the question pools correctly according to the rules we have determined, the confirmation will be passed successfully. Thus, the customer representative will continue to provide service safely.

We contribute to information security and increase customer satisfaction by asking specific questions to customers with personalized confirmation.