Behind the Call Centre Security Scorecard – How we determine your score

Matt Smallman
Matt Smallman
4 mins read
Last updated
23 May 2024

I hope the Scorecard helps organisations derive actionable insights to help improve the performance of their Call Centre Security Experience. The result scores are useful for identifying areas of opportunity and comparing with other industries and organisations but may not reflect every organisation’s unique context. To help interpret the results further, I have provided more detail on our calculations and rationale below. When you complete the Scorecard, I will provide a significantly more detailed interpretation of the results to help you identify and prioritise opportunities for improvement.

Determining the score

I calculate a score for each critical dimension of Call Centre Security Experience performance based on the answers provided in each section of the scorecard.

Usability

The usability score is based on an evenly weighted contribution from:

  • Identification Usability – We calculate the average usability across all identification methods using the scores below weighted by the proportion of calls using each method.
  • Authentication Usability – We calculate the average usability across all identification methods using the scores below weighted by the proportion of calls using each method.
  • Proportion of calls not Identified – We calculate the proportion of total calls that were not identified against our benchmark value (10%).
  • Proportion calls not Authenticated – We calculate the proportion of total calls that were not authenticated against our benchmark value (10%).
  • Wait Time – We calculate the average wait time compared to our benchmark value (20 seconds).

Efficiency

The efficiency score is based on an evenly weighted contribution from:

  • Automated ID Rate – We calculate the proportion of calls identified by automatic means and then divided by our benchmark value (80%) to achieve a normalised score.
  • Automated Verification Rate – We calculate the proportion of calls verified by automated means and then divided by our benchmark value (60%) to achieve a normalised score.
  • First Time Routing Success – The proportion of agent handled calls that didn’t need a subsequent transfer.
  • Self Service Containment – The proportion of calls who’s needs were entirely resolved in self-service divided by our benchmark value (60%) to achieve a normalised score.
  • Manual ID&V Handle Time – The percentage of time spent by agents on ID&V as a percentage of total talk time which compared to our reference value (5%) to achieve a normalised score.

Security

The security score is calculated using the average security across all verification methods weighted by the proportion of calls that use each approach.

Identification Method Usability

Each identification method is assigned a usability benchmark score (out of 100) as shown on the chart. In broad terms, usability is a function of the likelihood of the right person being able to recall or use the method and the effort required to identify for each method.

Usability of different Identification approaches

Verification Method Usability and Security

Each authentication method is assigned a usability and security benchmark score (out of 100) as shown on the chart. In broad terms, security correlates to the probability of incorrect authentication (otherwise known as False Accept) and usability is a function of the likelihood of the right person being unable to authenticate and the user effort required to authenticate for each method.

Usability versus Security of different Authentication approaches

Updates

This is Version 1 of the Call Centre Security Experience Scorecard and whilst it is based on my experience implementing this methodology with dozens of organisations it will continue to be updated as a result of user feedback, the evolution of the relevant technologies and changes in the external environment such as new and emerging fraudster tactics. Data from early respondents will be used to adjust benchmark values and weighting accordingly. Updates and changes to the methodology will be reflected on this page.

Next Steps

Of course, every organisation’s context is different, so it’s challenging to capture reality in a few numbers. When you complete the Scorecard, I will provide a significantly more detailed interpretation of the results to help you identify and prioritise opportunities for improvement.

I have more than ten years of experience working with dozens of organisations to help them dramatically improve their security experience with significant bottom line and customer experience benefits. I’ve developed my comprehensive Call Centre Security Experience Scorecard to help you understand your current process’s efficiency alongside usability and security.

If you want to discuss your specific situation in more detail then please reach out to arrange a no-obligation initial discussion with us.

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