Call Centre Security Audit

My security audit provides a comprehensive evaluation of your current security processes, identifying opportunities for improvement and quantifying their impact on customer experience, agent effectiveness, and operational efficiency.

  • Quantify the true business impact of your current security processes
  • Identify specific friction points affecting customer satisfaction and loyalty
  • Uncover hidden operational costs and inefficiencies in your security approach
  • Benchmark your performance against industry standards and best practices
  • Receive actionable recommendations prioritized by business impact and implementation effort

Using a structured methodology developed through years of experience, I analyse the performance of your security processes against three critical dimensions: usability, efficiency, and security.  This includes measuring false rejection rates, handle time, authentication success rates, and customer effort. I combine quantitative metrics with qualitative insights gathered through call listening, agent interviews, and customer feedback to develop a holistic view of current performance. I'll illustrate current performance and the opportunity using my Security Path Visualization framework. The resulting report provides not just a snapshot of where you are, but a clear path to where you could be, with prioritised recommendations based on impact and implementation complexity.

Next Steps

Book an initial discussion to find out more about our service and how we can work together to help you achieve your objectives.