Voice Biometrics Calculator
What is the impact of implementing Voice Biometrics 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.
- Voice Biometrics Assumptions - Set the Voice Biometrics assumptions for how you are likely
to implement the technology. I've added some sensible defaults but
the closer to reality the better:
- Enrollment Rate - The percentage of your callers you expect to be enrolled in Voice Biometrics.
- IVR Authentication Rate - The voice biometrics match rate in automation if implemented there. This depends on the caller having been identified. Select 0 if you don't intend to use Voice Biometrics in the automation.
- Agent Authentication Rate - The voice biometrics match rate when used by an Agent. This depends on the caller having been identified. Select 0 if you don't intend to use Voice Biometrics with Agents.
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
Voice Biometrics Assumptions
Percentage of callers that are enrolled in voice biometrics
Percentage of enrolled calls that are successfully authenticated using Voice Biometrics in IVR
Percentage of enrolled calls that are successfully authenticated using Voice Biometrics by an agent
Visualisation
Summary
Total Cost Savings
Combined savings from automation and handle time improvements
£ 868,125
Strong Authentication
Percentage of calls successfully authenticated using strong authentication
79 %
Zero Authentication Friction Calls
Number of calls with seamless biometric authentication
790,128
Operational Benefits
Handle Time Reduction
Average seconds saved per call through biometric authentication
26 secs
Efficiency Improvement
Percentage improvement in average handle time
9 %
Handle Time Cost Savings
Cost savings from reduced handle time on remaining manual calls
£ 390,000
Calls Moved to Automation
Number of calls moved from manual handling to automated processing
95,625
Agent Effort Reduction
Reduction in calls requiring manual security handling by agents
19 %
Automation Cost Savings
Cost savings from calls moved to automated processing
£ 478,125