Customer care centers spend up to 35% of their time on identifying their customers.
Whether it is by phone or via chat, customer care agents often need to ascertain the identity of their customer before being able to help them in a meaningful way. Unfortunately many of the identification procedures in use tend to be cumbersome and ineffective, leaving the agent with inconclusive data.
The result is the agent needing extra identification followups, or abstaining from exchanging confidential information altogether.
A management tool for privacy sensitive communication
ID-CALL seeks to solve this problem. It enables agents to identify their clients before or during a call or chat session safely and efficiently.
It does so by offering the customer a choice of established identification frameworks such as IDIN, DIGID or IRMA, and presenting the resulting identity information to the agent that is engaging with the customer.
ID-CALL comes as a securely encrypted web based customer contact application that requires no other infrastructure than an internet connection.
For insurance companies, government agencies, hospitals, doctors offices and any organisation needing to identify their customers efficiently
ID-CALL was conceived after a number of in depth sessions with a major Dutch insurance company and a large Dutch bank. With TNO as the discussion leader, the needs of their customer service departments were dicussed in the first half of 2019 as part of the Techruption initiative.
Conclusion: the modern day customer wants to use any means of communication and any means of identification to engage with customer service. And therefore ID-CALL which supports calls, chats whether via web, whatsapp or Messenger and on the identification side IDIN, DIGID and most European identification methods.
