Why Human Error is Rife in Phone Based Financial Services Contact Centres

February 29, 2024
minutes read

The use of phone-dependent processes in financial services has become a vast and central aspect of operations. Most large financial services firms rely on its call or contact centre to conduct new customer onboarding, answer questions and handle problems via phone-based interactions. Yet, the extensive reliance on human involvement in these processes poses a considerable challenge, as the potential for human error looms large, threatening the precision and efficacy of critical financial operations.

In this blog, we delve into the third challenge in our series, spotlighting the risks posed by phone-dependent processes that hinge on manual data entry. As we unravel the complexities, it becomes apparent that the vulnerability to human error not only compromises the accuracy and efficiency of financial service operations but also raises fundamental concerns about data integrity.

The Challenge of Manual Data Entry in Phone-Based Processes 

In financial services, the challenge of manual data entry within phone-based processes unveils a multifaceted issue that demands careful consideration. Financial transactions, with their intricate details and sensitivity, require an unparalleled level of precision to uphold data integrity and ensure the security of confidential information. However, when human operators become integral to the process, engaging in manual data entry during phone interactions, the complexity of this task amplifies, and so does the risk of errors.

At its core, this challenge revolves around the delicate balance between human involvement and the demanding accuracy standards of financial operations. As operators navigate the labyrinth of numerical inputs and transactional details, the potential for errors escalates. Whether it's the subtle mistyping of numbers, the vulnerability to misinterpretation of information, or the occasional lapses in concentration, each instance introduces an element of risk. These seemingly minor errors, when aggregated, can disrupt the seamless flow of transactions, and compromise the reliability of financial data.

Compromised Efficiency and Delays 

In an era promising streamlined processes through automation and digitisation, the reliance on manual data entry introduces a noticeable inefficiency. The time-consuming nature of these manual processes becomes a hurdle, causing delays that directly impact the quick execution of transactions. This compromised efficiency not only tests the patience of clients eagerly awaiting seamless services but also exposes financial institutions to the risk of operational bottlenecks. As we explore the consequences of this inefficiency, it becomes clear that addressing the challenges posed by manual data entry is not merely about speed but is a crucial step in ensuring the reliability and resilience of financial operations.

Customer Friction

The challenge of manual data entry within phone-based processes not only jeopardises operational efficiency but also introduces an element of customer friction. Clients, anticipating swift and seamless services, find their patience tested by the delays caused by the inherent inefficiencies of manual processes. The resulting errors can contribute to disruptions in the flow of communication, creating frustration for those relying on prompt financial services.

Mitigating customer friction necessitates a holistic approach. Addressing the challenges posed by manual data entry involves not only enhancing speed but also minimising errors to bolster the reliability of financial operations. By streamlining these processes, financial institutions can alleviate customer concerns, ensuring a more fluid and satisfactory experience for clients navigating phone-dependent financial services.

Safeguarding Customer Information

Likewise, the risk of human error in manual data entry raises concerns about the security of customer information. Financial institutions are entrusted with sensitive data, and any lapse in data integrity could risk the confidentiality and privacy of their clients. Embracing advanced technologies not only mitigates the risk of errors but also fortifies the safeguards protecting customer information.

Data Integrity Concerns

Preserving the sanctity of financial data stands as an uncompromisable principle. However, the manual handling of information during phone interactions introduces a potential breach in this sanctity, raising concerns about data integrity. Inaccuracies stemming from manual data entry have the capacity to sow discrepancies in financial records, paving the way for confusion, disputes, and even regulatory issues. 

Verified Identity Messaging – The Right Balance for Financial Services Phone Processes

Recognising the weaknesses of manual processes in phone (and email and post) interactions, Nivo created its Verified Identity Messaging platform to enable financial services firms to provide a better service to their customers, whilst also improving operations and streamlining processes.

Nivo is spearheading a transformative wave in the financial services sector by introducing a message-based app that revolutionises customer communication. This innovative platform empowers firms to seamlessly request and receive documents, verify customer identification, and deliver timely updates. Unlike traditional channels such as email, phone, and post that often entail time-consuming processes, Nivo eradicates these inefficiencies, sparing customers from the frustrations associated with outdated communication methods. 

With Nivo's forward-thinking digital banking solution, the financial services industry can embrace a more agile and efficient means of interaction, enhancing the overall customer experience by streamlining essential processes.


In navigating the landscape of financial services, the pervasive challenges posed by manual data entry within phone-dependent processes become evident. These hurdles, encompassing operational inefficiencies, customer friction, and data integrity concerns, underscore the need for transformative solutions. Nivo's Verified Identity Messaging platform emerges as an innovative solution, offering a comprehensive remedy to streamline communication, enhance operational efficiency, and safeguard sensitive customer information. 

By embracing this forward-thinking approach, financial institutions can strike the right balance in their phone processes, ensuring a seamless and secure experience for clients while strengthening the reliability and resilience of their operations.

To learn more about the challenges that phone is presenting to financial services firms, download our guide 10 Reasons Why Phone Communication is Destroying the Customer Experience and Staff Productivity in Financial Services.

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