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2. Validate the cell phone in several important processes during the customer's life . For example, when they request a balance, when they request a transfer, they forgot their password, or they ask for a change of address. Each contact with the portal should allow the validation of the customer's data at least their cell phone.

Each call to the contact center ideally as well. One recommendation is a job function email database customer wants some data (such as in this case their password). They are asked for their phone number, if it is the one registered, the code is sent to them and that helps them recover the password at a very low cost for the brand.



If it is not the one registered, a security protocol of several steps can be run, such as, for example, sending them an email, asking them additional security questions, before granting them access. In any case, the cell phone that is captured, and the code validation, will always be valuable information to collect when you later want to contact the customer. Example of a message on Netflix for password recovery.