How a global insurance company improved security posture while reducing call center times by 14%

A major global insurance company (“Global Insurance Company A” or “GICA”) was seeking to modernize its call center authentication processes to improve its customer experience, reduce call center handle times, and improve the overall security posture of its call centers. GICA also wanted to enhance identity proofing during its onboarding processes by reducing reliance on cumbersome KBA questions. GICA originally started out using a different vendor for onboarding phone ownership verification but eventually approached Prove after not achieving the desired results with the initial vendor. Prove was able to deliver for GICA.
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“Our passive authentication solution uses Identity Manager™ and Trust Score® from Prove. Passive authentication happens in the IVR without any effort from our customers or call center employees. The successful passive authentication step-up removes the need for 2 to 3 knowledge-based authentication questions. This has resulted in 1-minute savings in Average Handle Time”
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Senior Information Security Engineer, GICA

GICA also saw a significant reduction in customers calling in for help with their onboarding process when using One-Time-Passcodes (“OTPs”) to verify the identity of the customer. This was achieved using a roster of accurate phone numbers verified using Prove Identity Manager™ to reach the right customers. Over 95% of customers eligible to leverage OTP authentication were successful in onboarding, compared to only 60% of customers who used the traditional KBA process.
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