Call Centre is meant to offer a resolution to the customers looking for the services from the business organisations and brands.
Generally call centre are of two types: Inbound Call Centres and Outbound Call Centres.
Where inbound call centres expect the call made by the customers to give the light on the support regarding the installation of services for technical support from the executive.
On another hand, the outbound calls do make a call to the customers with the purpose to explore the business opportunities and propagate the business means to the organisation and the customer as well.
If we talk is specifically about outbound call centres it deals with services like telemarketing, lead generation, information verification and many others.
In this article, we will know more about how Call Centre services go4customer can act as a helping hand in verifying information for the clients and businesses.
Let’s dive in!
What is information verification?
Information verification is a procedure of matching details of a customer or employee in order to enjoy the perks of an organisation or any other Government and non-government services.
Usually, the essential bodies conduct the tests of particular to match the details from reliable sources to avoid future ordeals and unavoidable circumstances.
The organisations do hire the team of call centres specifically working in the outbound domain for conducting the procedure of information verification for businesses and purposes.
Also, information verification holds the authority to debar the person from enjoying the allowances if failed to offer accurate verification data for asked information.
Why information verification holds an important place in the business organisation?
With the advent of technology, most of the businesses had shifted their business on the platform of cloud-based services with the high priority for a business to mandate and verify whether the employee or a customer attend the meetings from a remote location is authentic or fake.
Increased level of digitalization has let the open podium for the owner to trace scrupulous hackers and imposters leveraging the facilities in the name of one.
The information verification process authenticates the history of a person for creating for the decisions as per the policy norms.
Call centres in India, Australia, US and UK are offering great help to business organisations through the process of information verification.
Most of the offices or we can say multinational companies usually go for Employee Verification Process (EVP) before handling the offer letter to the same.
If the employee fails to lure the verification team with required proofs and statements, it holds the power to fail you in the test which will further mean putting down by parent organisation.
Sectors where call centre services are serving for data verification for information verification process
Call Centres, exclusively Indian call centre are known for their excellent deliveries and fulfilling the requirements of the host in the most defined way.
Therefore, when the organisations fail to complete the outbound call centre requirements by their own, they tend to outsource they are essential services and requirements to some trustable call centre body in their near or distant locations
Here is a dedicated list of the sectors leveraging the help from call centres in India, Australia, US and UK for unlocking the privileged facility of outbound Call Centre aka information verification process:
· Information verification in the banks
The banks are used to believe in carrying the most secretive information about personal assets and government assets.
In the age of digitalization, it is not a difficult task to loot the bank account by a few mere clicks and hacking activities.
To overcome the deadly scenario, the banks are outsourcing their services to call centre in India, Australia, US and UK.
Because inter employees are trained to verify the details of the customer in such a way that it almost aluminum chance to lose the customer as well as lays the hands-on suspicious activities.
· Information verification in the government sector
Alike to banks, the government sector is also known to have confidential information regarding one’s identity and related chores.
Misuse of search information can land the person as well as the ruling government body to answer some unavoidable questions.
To avoid such miserable ordeals the governments are now outsourcing the information and data verification services to the Indian call centre as well as the foreign land call centres to verify whether the users seeking for the information are genuine or just an imposter.
Usually, the information verification process is conducted for Aadhar verification, PAN verification as well as KYC verification.
· Information verification in the finance and insurance sector
The finance and insurance companies are meant to safeguard the customer’s future in the hour of need, whether it’s about natural calamity, accident or even death.
Therefore it is a high possibility that the hacker or imposter can proceed with some phishing technique for laying its hands on unattended money.
Finance and insurance companies actively outsource their outbound call centre services to call centre in India, Australia, US and UK to test and prove the authenticity of customer actual identity.
The call centre executive holds the authority to discard the plea of a customer claiming to be the owner of filed insurance if the information verification process doesn’t go smoothly.
How call centre services conduct the information verification process over the preferable contact channel?
Nowadays, the call centre in India, Australia, US and UK perform keen activities to verify whether the caller is genuine or just bushing around to grab the essential details of the customer.
Following the trends of call centre services, the bodies are involving the latest set of methods to track and verify the data given by the customer.
Following are the methods, through which call centres are conducting the information verification process:
· Caller analysis trend
This is one of the most genuine methods used by the call centre executives to verify the information and data as well as the user.
Here, in this method span and trend of calls received from the customer’s end is analysed.
Let’s say, the customer makes the call to a bank at a regular interval of 4 months and seek the details regarding the available plans and account statement details.
But all of a sudden, the call is made to a bank within the next 5 days after the customer had made the previous call asking for the renewal of ATM card.
Witnessing the disruption in caller trend the executive may raise an alarm for some possible unauthentic activities swinging around the particular bank account.
Training the call centre executives with this regular exercise of analysing can booster in the easy information verification process.
· IVR screening
The advance call centre calls for modern approaches to reach the customer.
It is quite a possibility that getting a call from call centre employee at the odd time of the day may irate a customer.
Therefore, employing the IVR Analytics in the call centre allows the self-servicing to gain the information of one’s account on its feasibility.
Registered phone number or registered PIN with the required body is asked to proceed with the for the information after submitting the required details may land the customer to the detail of purchasing accounts as well as previous transaction history.
Entry wrong PIN or mobile number alarms the call centre and the required body of some unscrupulous activity going on from the customer’s account.
Following the trend of IVR screening, the Indian call centre is successfully tracing out defaulters conducting the phishing activities
· Voice biometric
This is one of the latest information and data verification method conducted by a call centre in India, Australia, US and UK.
In voice biometric verification, the customer’s voice modulation, tone as well as the way of speech is analysed in context with previously made calls.
If the modulation and voice texture differ in any of the ways, the alarming notice is being sent to the responsible call centre and the parent body to take further strict actions against the piracy being practised.
In the age, where landing on someone’s account is easier than the flash of light.
It is prominent to conduct information verification as well as data verification before landing the customer’s required page.
Matching with the trend of call centre services the organisations can safeguard the approach followed by winning the trust of the customer as well as securing their information successfully.