Call center authentication

Secure, seamless authentication for banking call centers

Remove costs and operational burden on your call center with cutting-edge biometric authentication to automate password resets, ACH transfers, and more.

Call center authentication

Trusted to decrease call volumes, length of calls, and outbound calls to confirm transactions

Fast, accurate, seamless customer authentication

Nedbank logo
Chartway logo
qards logo
Nuvision logo
Orange bank logo
PayInc logo
Columbia bank logo
Swedbank logo
Capitec logo
Fisrt Financial Bank logo
Mastercard logo
Merrick Bank logo

57%

Reduction in calls

For authentication-related queries in the first year

$30k

Savings

In one year with declines in authentication-related calls

94%

Success rate

With self-serve biometric password resets

Reducing call center operational costs with advanced authentication

Most financial institutions fail to realize that their call center may hold the key to improving fraud prevention across digital and mobile banking channels. Fortunately, the same authentication technology that is used to protect digital banking can be leveraged by the call center.

Pain point

Knowledge-based authentication

Requiring customers to answer a series of personal questions extends call duration and leaves them susceptible to fraud.

Pain point

Manual password resets

High volumes of preventable calls for monotonous requests when users get locked out of an account increase operational costs.

Pain point

False declines

Transaction declines of valid customers (a card is used in an unusual location) often cause unnecessary support calls.

Blog

Call centers may hold the key to improving fraud prevention

Banks and credit unions receive thousands of calls per week from their customers, each of which costs as much as $5.60 per call. Any way to reduce the duration of a call, or the overall call volume, can have a dramatic impact on the overall operational cost of the call center at an FI.

Prevent fraud attacks before they happen

Avoid frantic calls from customers victimized by financial fraud

By removing the dependence on email and SMS one-time passcodes (OTPs), weak username-password combinations, and knowledge-based authentication, FIs can not only reduce call center call volumes but also have a significant impact on overall fraud losses.

Authentication

Authentication

Maximize security and minimize friction by leveraging best-in-class customer authentication technologies across all digital banking channels, as well as your call center.

Learn more
3-D Secure

3-D Secure

Modern payment authentication for next-gen fraud prevention. Entersekt is a global leader in EMV 3-D Secure (3DS) certified solutions for end-to-end transaction authentication across all three domains.

Learn more
Risk intelligence

Risk intelligence

Risk-based authentication (RBA) dynamically adjusts authentication requirements based on contextual risk factors—such as device, location, and user behavior—to balance security and user experience.

Learn more
Authentication

Authentication

Maximize security and minimize friction by leveraging best-in-class customer authentication technologies across all digital banking channels, as well as your call center.

Learn more
3-D Secure

3-D Secure

Modern payment authentication for next-gen fraud prevention. Entersekt is a global leader in EMV 3-D Secure (3DS) certified solutions for end-to-end transaction authentication across all three domains.

Learn more
Risk intelligence

Risk intelligence

Risk-based authentication (RBA) dynamically adjusts authentication requirements based on contextual risk factors—such as device, location, and user behavior—to balance security and user experience.

Learn more

Call center customer verification

How African Bank partnered with Entersekt to simplify call center verification

African Bank needed a streamlined, more accessible verification process that would keep the user experience simple. The bank chose Entersekt to offer an app-free authentication experience, which validated customers before they reached a consultant, saving 250 hours a month.

CASE STUDY

African Bank chooses GSM authentication to simplify call center verification

Read the case study
AfricanBank
“At the end of the day, it’s about achieving seamless entry points for our customers and that means making digital access better and easier.” 
George Roussos, Chief Operating Officer at African Bank

Optimize your call center

Reduce call volumes, manual intervention, and fraud attempts

FAQs

Find quick answers to frequently asked questions about call center authentication.

What is call center authentication?
Secure verification of callers using biometrics, device identity, or push approvals instead of questions or passwords. 
How does it reduce call center costs?
It cuts call volumes and duration by enabling fast, automated authentication and self-service password resets.
Is it more secure than knowledge-based questions?
Yes, it removes easily exploited questions, reducing fraud from social engineering and impersonation.
Can customers authenticate without speaking to agents?
Yes, self-service options like biometric resets and push approvals reduce the need for agent interaction. 
How does it improve customer experience?
Faster verification, fewer questions, and seamless flows reduce frustration and speed up issue resolution.