Network Authentication Calculator
What is the impact of implementing Network Authentication for authentication in your call centre.
Instructions
How To Use The Tool
- Baseline Assumptions - Set the baseline assumptions for how your identification and authentication processes perform today. If for example you don't have any form of automated authentication in your IVR then move the slider to 0. To understand your baseline performance better use the Security Path Visualisation first and your assumptions will also be available here.
- Network Authentication Assumptions - Set the Network Authentication assumptions based on your understanding of
your current calls. I've added some sensible defaults but
the closer to reality the better:
- Number Availability - The percentage of calls which have a presented number you can check.
- Number Identification - The percentage of these calls where the number matches a record you hold for a single customer.
- Network Authentication - The percentage of calls that the network authentication technology confirms are not spoofed and can therefore be trusted.
Tool
Baseline Assumptions
Automated
Percentage of calls that are identified by automation (IVR)
Percentage of identified calls that are authenticated in automation (IVR)
Percentage of authenticated calls that can be contained in automation (IVR).
Manual
Percentage of calls that are identified by a human agent
Percentage of identified calls that are authenticated by a human agent
Average duration of manual identification when required
Average duration of manual authentication when required.
Duration, Volume and Cost
Average agent handling time per call including after call work
Cost per call
Network Authentication Assumptions
Percentage of all calls that have a valid network identification number
Percentage of network identification numbers that match one or more customer records
Percentage of calls with no or low network risk indicator
Visualisation
Summary
Total Cost Savings
Combined savings from automation and handle time improvements
£ 1,527,000
Improved Access
Reduction in calls denied service due to failed authentication
4 %
Zero-Friction Calls
Number of calls with instant, seamless authentication
576,000
Operational Benefits
Average Handle Time Reduction
Average seconds saved per call through automated network authentication
25 secs
Manual Call Efficiency Improvement
Percentage improvement in average handle time
8 %
Handle Time Cost Savings
Cost savings from reduced handle time on remaining manual calls
£ 375,000
Calls Moved to Automation
Number of calls moved from manual handling to automated processing
230,400
Manual Call Reduction
Percentage reduction in calls requiring any manual handling
26 %
Automation Cost Savings
Cost savings from calls moved to automated processing
£ 1,152,000