The Customer Call Trust Gap: A Voice Channel Benchmark for CX Leaders

Benchmark Your Financial Institution’s Voice Channel Against the Leaders

Banks and credit unions spend millions building secure, seamless digital experiences.

Then the phone rings.

A fraud alert gets ignored because the number looks unfamiliar. A legitimate customer spends 90 seconds proving who they are. A critical outbound call gets labeled “Spam.” A fraudster impersonates your brand.

That’s the customer call trust gap.

And most financial institutions don’t know how large theirs is.

The Customer Call Trust Gap: A Voice Channel Benchmark for CX Leaders gives you a practical way to find out.

See Where Your Financial Institution Stands

The report benchmarks voice-channel maturity across three levels — Developing, Mature and Leading — so you can see how your current approach compares with more advanced financial institutions.

You’ll uncover where friction, fraud and weak caller identity may be costing you customer trust — and what leaders are doing differently.

The Numbers Should Get Your Attention

80%

of calls from unidentified numbers are likely to go unanswered.

30–90 seconds

of additional friction can be added to legitimate calls by relying on knowledge-based authentication

8,333–25,000 agent-hours

can be consumed every month by authentication at a contact center handling 1 million inbound calls.

And those are only the costs you can see.

Every ignored fraud alert, frustrating authentication process and suspicious-looking call chips away at the trust your institution works so hard to build everywhere else.

What You’ll Learn

Inside the benchmark, you’ll discover:

• Where your voice channel ranks across Developing, Mature and Leading maturity levels.
• Where trust is breaking down across inbound authentication and outbound calling.
• Why legitimate calls get ignored — and how spam labeling and weak caller identity hurt answer rates.
• Where authentication friction is costing you handle time, customer satisfaction and loyalty.
• What leading financial institutions do differently with risk-based routing, passive biometrics, reputation monitoring and network-level authentication.
• How to score your own operation using the included Voice Channel Risk and Trust Scorecard.

Your Digital Experience Doesn’t End at the Screen

High-stakes banking moments still happen on the phone.

Fraud alerts. Payment reminders. Account problems. Urgent questions.

Customers need to know it’s really you when you call.

And your institution needs to know it’s really them when they call back.

Find out how well your voice channel handles both sides of that equation — and how you compare with financial institutions further ahead.

Download the Benchmark Report

See where your financial institution stands. Pinpoint the gaps. Know what to fix next.