Case Study: African Bank streamlines call center verification with Entersekt GSM authentication

African Bank chooses GSM authentication to simplify call center verification

African Bank, a South African retail bank, wanted to improve its call center verification process after launching its omnichannel offering in 2019. The existing IVR flow could recognize some callers, but landlines, unregistered mobile numbers, and forgotten PINs often forced customers into agent-led security questioning, adding up to two minutes to each call. African Bank turned to Entersekt and its GSM authentication solution to make verification more accessible and efficient.

Entersekt implemented a secure, app-free GSM authentication flow that sends a simple USSD message to a customer’s registered mobile number at the start of a call. This allowed customers to verify themselves immediately, even on feature phones, while letting agents focus on the actual query. Five months after implementation, African Bank was saving 250 consultant hours per month, and Entersekt helped the bank reinvest that time into better customer service.

African Bank

George Roussos

Chief Operating Officer