Case Study: a major global insurance company reduces call center handle time with Prove Identity Manager

Global Insurance Company a reduces call center handle time by 14% with Prove

Global Insurance Company A (GICA) sought to modernize its call center authentication, which relied on cumbersome knowledge-based questions. Their goal was to improve customer experience, reduce call center handle times, and increase security. To address this challenge, they implemented the Prove Identity Manager™ and Trust Score® solution from vendor Prove.

By implementing Prove's solution, GICA achieved a successful passive authentication experience that removed the need for multiple security questions. This resulted in a 14% reduction in average call center handle time, saving an average of 60 seconds per call. Prove also helped increase successful customer registrations during onboarding by 58%, significantly improving both security and the customer experience.