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Startek simplifies secure banking with IVR authentication

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A leading public sector bank in the APAC region partnered with Startek to modernize its identity authentication process. Known for its large customer base and trust-led services, the client needed a secure yet effortless solution to reduce customer friction and operational inefficiencies. Startek implemented IVR-based t-PIN authentication, driving faster verification, improved service quality and measurable gains in both customer satisfaction and efficiency. 

The Challenge

Time-consuming, manual authentication process 

High agent effort for basic identity verification 

Occasional fraud risks during authentication 

Need to improve operational efficiency and CX 

Startek solution

Startek deployed a tailored IVR authentication strategy that included: 

  • In-depth scoping to understand the client’s needs 
  • Implementation of t-PIN–based self-service verification 
  • Automation of first-level customer queries 
  • Faster, secure authentication via IVR 

The result

20%

reduction in Average Handle Time (AHT) 

10%

decrease in overall headcount 

36%

improvement in Customer Satisfaction (CSAT) 

Enhanced security and reduced manual effort across operations

Customer experience insights

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