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Endesa, a leader in the Spanish electricity sector and part of the Enel group since 2009, has been committed to continuously improving customer service. However, it faced the challenge of quickly and securely authenticating its customers’ identities in its contact centers without compromising the customer experience.
Endesa faced several specific challenges and problems that directly impacted customer service and operational efficiency:
Slow and Complicated Identification: The customer authentication process was slow and cumbersome, requiring customers to answer multiple security questions or remember passwords. This resulted in long waiting times and a frustrating user experience.
Security and Fraud: The old verification system based on questions and passwords presented security vulnerabilities, increasing the risk of fraud and identity theft.
High Call Volume: Endesa handled about 80,000 daily calls for administrative procedures, complaints, changes, etc. The need to manually verify the identity of each customer increased service times and reduced the center’s efficiency.
High Operational Costs: The prolonged duration of calls increased associated costs, including labor and telecommunications.
Customer Satisfaction: The combination of long waiting times, outdated verification procedures, and security concerns affected customer satisfaction, which could lead to lower loyalty and retention.
/Evolving the customer experience: The implementation of voice verification allowed Endesa to significantly improve customer interactions, offering a more fluid and less invasive identification method.
/Enhancing security: The adoption of voice biometrics represented an opportunity to strengthen security in the identification process, minimizing the risk of fraud and better protecting customer information.
/Process optimization and cost reduction: Increased efficiency in the contact center presented an opportunity to handle a larger volume of calls more effectively, which could significantly reduce operational costs.
/Improved customer satisfaction: By eliminating the need to memorize passwords or answer security questions, customers enjoy a more pleasant experience, resulting in higher overall satisfaction.
/Enhanced Security: Implementing a voice biometrics solution ensures that customer verification is more secure and less susceptible to errors or fraud.
/Improved efficiency in the call center: Reducing the time needed to verify customer identities allows for faster call management, improving the productivity of the contact center.
The collaboration with Veridas enabled Endesa to streamline the customer verification process, which was previously slow and tedious, negatively affecting the customer experience. This implementation improved the customer experience by minimizing waiting times and simplifying the authentication process.
The implemented solution stood out for its focus on accuracy and security without compromising customer privacy. Unlike conventional methods, Veridas’ technology adapted to different languages and dialects and ensured effortless verification, demonstrating its ability to understand and adapt to the diversity of Endesa’s customer base.
“During the implementation of the voice biometrics solution, we measured customer satisfaction, and it has grown by more than 20% in this period. More than 65% of our customers who can use this solution (over 200,000) have freely agreed to use their voice print.
Biometrics resolves security and improves customer experience. It has also allowed us to reduce call time, enabling us to negotiate call costs with our telecommunications service providers.”
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