How Modern Authentication Reduces Average Handle Time in Call Centers

In the world of call center management, Average Handle Time (AHT) is a critical metric. The goal is always to resolve a customer's issue as efficiently as possible. Because of this, security measures are often seen as a necessary evil.  All too often people want to avoid this cumbersome process that adds friction and slows agents down. 

But what if the right kind of security could make your calls shorter and more efficient? 

That’s the reality of moving from outdated verification methods to modern, real-time authentication. Poor authentication is a primary driver of high AHT, while a streamlined process can significantly reduce it. 

How Traditional Verification Increases AHT 

Consider how traditional verification methods actively inflate AHT. The process is a script of inefficiency: 

• The Knowledge-Based Authentication (KBA) Interrogation: Agents must spend the first 30-90 seconds of every sensitive call asking a series of security questions. 

• The Forgotten Answer: Legitimate customers frequently forget the exact format of their answers, leading to failed attempts, repeated questions, and rising frustration. 

• Costly Escalations: When a customer fails the KBA process, the agent must escalate the call or follow an even longer, more complex manual identity-proofing procedure, bringing resolution to a halt. 

Every one of these steps adds seconds, or even minutes, to the call, frustrating both the agent and the customer. 

How Modern Authentication Reduces AHT 

Now, contrast the old way with a modern, MFA-based workflow. 

1. The Request: The caller asks for a password reset. 

2. The Trigger: The agent clicks a button to initiate verification. 

3. The Approval: A push notification appears on the user's phone, and they tap "Approve." 

4. The Confirmation: The agent's screen shows "Verified" in seconds. 

5. The Documentation: This is all auto logged in the Service ticket, without human effort 

The entire security process is completed in less time than it takes to ask one security question. 

This approach slashes AHT in several ways: 

• Eliminates the KBA Script: You can remove the entire interrogation sequence from the call flow. 

• Reduces Errors and Escalations: There are no wrong answers to forget. The verification is a simple yes/no, drastically cutting down on failed attempts that require manager intervention. 

• Gets to the Point Faster: Agents can immediately start working on the caller's actual problem, leading to quicker resolutions. 

• Improves Customer Experience: A faster, smoother process at the start of the call leads to a happier customer, which makes the rest of the interaction more efficient. 

By implementing a solution like Caller Verify, you're not choosing between security and efficiency. You're using better security to drive better efficiency. It’s a strategic upgrade that strengthens your defenses while simultaneously improving a core operational metric. 

Want to improve security and performance at the same time? Book a demo to see how.