September 2023 Summaries

Fraud scores are a crucial tool in caller authentication within contact centers. They help verify callers' identities based on existing information about known fraudsters or suspicious actors. By measuring the riskiness of a caller's profile, fraud scores guide agents on how to approach authentication and whether additional security measures are needed. Bandwidth's Call Verification solution calculates fraud scores using spoof detection and real-time risk assessment methods. Fraud scoring can improve contact center security, reduce costs and time, enhance customer experience, boost agent efficiency, and drive growth and brand loyalty. To set up fraud scoring via Call Verification, simply deliver SIP INVITE to your CCaaS instance and use the Bandwidth API to retrieve fraud and spoof scores associated with the call.

The article discusses the top 10 key performance indicators (KPIs) for call centers to improve customer experience in 2023, including Average Handle Time, First Call Resolution, Active Contact Resolution, Percentage of Calls Blocked, First Response Time, Average Call Abandonment Rate, Net Promoter Score, Cost per Call, Agent Turnover Rate, and Adherence to Schedule. It also provides insights on how to improve these KPIs and emphasizes the importance of tracking and monitoring them for better customer service and efficient call center operations.