What is customer verification?
Customer verification is a process used by contact centers to substantiate the customer’s information and validate their identity.
This allows organizations to reduce risks related to fraud or identity theft, and enables them to comply with government laws and regulations, while adhering to guidelines set by regulatory bodies.
Passive verification vs. active verification
Passive verification is the process of authenticating callers without interacting with them. This includes calls authenticated before they reach an agent, using methods like matching phone numbers with the database or voice recognition software. This saves valuable agent time and passive verification enables the contact center to add more self-service options in the IVR.
Active verification is a form of customer identity verification using knowledge-based questions. Agents are required to ask questions, like the customer’s date of birth, to verify their identity. This is a safer method leading to fewer false positives.
What are the different types of customer verification?
- Multi-factor verification: This is the most common customer verification process in banks as it adds layers of security using two or more pieces of evidence. These could include knowledge (something they know), possession (something they have), and intrinsic (something they are).
- Age verification: This form of customer verification involves authenticating identity by asking for their birthdate. It is often used for services that require customers to be of a certain age for getting access.
- OTP verification: One-time passwords or OTPs are sent to customers via SMS or email as unique and limited-time authentication methods.
- Knowledge-based verification: This method requires customers to submit critical information like full name, mailing address, home address, phone number, age, or email to then match with the database.
- Photo verification: A particularly newer method, photo verification requires the customer to hold a particular document to verify their identity and capture their photo.
- Video verification: This verification method works just like photo verification but via a video call.