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Prevent Theft of Confidential Data
Organizations must comply with regulations that govern sensitive information. Failure to comply can have serious legal consequences. As a customer service representative (CSR) or contact center agent (CCA), it’s important to verify a customer’s identity before giving out the information that they seek.
The person contacting the call center or visiting one of your locations could be a customer, a parent or guardian if the customer is a minor, or an authorized representative of a customer. No matter who the customer is and what their mode of engagement is, if they want sensitive information, you must verify the customer’s identity first. If the inquiry concerns information in the public domain, then verification isn’t required.
The Identity Verification feature gives you the ability to verify the identity of a customer before you sharing sensitive information.
- Verify a Customer and Their Representative
Verify a customer’s identity before processing their requests involving sensitive information, and store details about the interaction. If an engagement is about someone other than the customer, you can perform verification for both people. - Share and Change Ownership of Engagement Interactions
If an engagement interaction you are attending to is better handled by another CSR or CCA, change ownership of the engagement interaction. If you need inputs on an engagement interaction from another CSR or CCA, share the engagement interaction.
