The Call Centre Security Experience Scorecard benchmarks your organisation's ability to effectively and efficiently welcome callers to your contact centres.The first sixty seconds of every call can set it up for success or doom it to failure, but it's tough to get right.
You've spent a fortune on training and supporting agents to have the best possible conversations with callers, but how much attention has your Security Experience had.
We've worked with the world's most customer-centric organisations to improve this process dramatically and developed a comprehensive methodology that you can now access to help your organisation for free.
Answer a few questions and get your score instantly
Free of charge - no strings attached in less than 10 minutes
Our tried and tested methodology worth more than £10,000
Genuine insight to help you transform your experience
The scorecard measures your organisation against
The 3 Dimensions of Call Centre Security Experience Performance
UsabilityHelping callers and agents resolve the reason for calling as easily as possible without unnecessary cognitive load or distractions.
EfficiencyHelping callers and agents resolve their reason for calling as quickly as possible, including by themselves.
SecurityEnsuring sufficient security to protect your customers and organisation from fraud and maintain customer confidence and trust.
The scorecard will assess
The 5 Elements of the Call Centre Security Experience
IntentUnderstanding the caller's reason for calling.
IdentityUnderstanding who the caller is claiming to be.
AuthenticationEnsuring callers are who they claim to be.
RoutingGetting callers to the right person or self service capability.
AutomationEnabling callers to help themselves.
Get your score in less than 10 minutes
Setup the scorecard
Answer a few questions about how you welcome callers today to make sure you are only asked relevant questions
Provide key data
Tell us what methods of identification, verification, routing, queuing and self service you currently use and how these processes currently perform. You don't need the exact numbers but the more accurate you are the more reflective the results will be.
Get your score
As soon as you press submit you'll see your score against the three dimensions of the Security Experience (Usability, Security and Efficiency).
Get your report
It will take use a few days to crunch the numbers and check your results so we can provide you with a report tailored specifically to you.
Review the opportunity
Our report will provide you with our key findings, recommendations and powerful visualisations for you to review with your stakeholders