Last updated 12 Oct 2023
Efficiency is one of three measures of Call Centre Security process performance. It represents the actual and opportunity cost of the security process, for example the costs of agent time spent on manual authentication or the missed opportunity for self-service.
Efficiency is often a proxy for the cost of the security process, but you need to consider more than the direct costs. It includes the expense of manual security processes and the missed opportunities for enabling self-service features that could obviate the need for an agent call altogether. There are also often a myrias hidden overhead costs of knowledge-based security processes.
You can learn more about improve the efficiency of your call centre security processes her: Improving the Efficiency of your Call Centre Security Experience
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