According to UK Finance, in the first half of 2021 more than £750m of bank customers’ funds was lost to fraud, an increase of more than 20% over the same period in 2020.

The rapid growth of omni-channel customer service in recent years has benefitted customers but has also given bad actors new methods of gaining unauthorised access. Every contact centre grapples with how to authenticate securely but at the same time minimise friction for the customer and (if in a phone or chat environment) the contact centre advisor.

On which side of this trade-off are contact centres landing? Is it possible to deliver an authentication experience that is both secure and seamless? To find out more, CCMA interviewed both industry leaders (via in-depth discussions) as well as consumers (via a structured survey).

Supported by information-security specialist Pindrop, the aim of the research was to understand the needs across the spectrum, from customers to colleagues on the front line to contact centre leaders and the organisations they represent. The research brings together a comprehensive consumer survey with in-depth discussions with industry leaders, to gather views from all sides.

The research provides examples of how contact centre leaders are addressing this balance, against the backdrop of rapidly increasing fraud attempts and customers’ expectations for a frictionless sign-in experience.

Five discoveries for solving the authentication puzzle are revealed in the research.

For all the statistics, quotes and the full story, download the full report.


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