Lightning fast identification
With Vipps Login, Talkmore's customer service call durations have been reduced by 19 seconds per call. This saves Talkmore 11.5 hours daily, equivalent to two full-time positions annually.
Talkmore faced challenges with a inconvinient identification process whenever customers contacted their customer service center. Initially, the customer representative would ask the caller what they needed help with. Then, the customer would be required to identify themselves by providing their name, date of birth, and address. This process was not only time-consuming but also suboptimal from a security perspective.
Talkmore activated Vipps Logg inn
In June, Talkmore activated Vipps Login for calls to their customer service center, becoming the first mobile operator to adopt this service. Here’s how it works: When you call Talkmore, you receive a push notification via Vipps. You open the app—and voilà, you’re identified at Talkmore!
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Identified in seconds
The identification rate using Vipps is remarkably high. Around half of all callers are already identified when their conversation with the customer representative begins, reducing the average call duration by 19 seconds. This saves Talkmore 11.5 hours daily, equivalent to two full-time positions annually.
Authentication via Vipps also paves the way for self-service opportunities. In the future, based on the existing customer relationship, callers may be offered assistance with topics like debt collection or SIM card queries without additional steps.
