Caller identity verification script

Control Design Assessment (CDA)

Procedures evaluating whether the control is designed adequately.

1. 1.Obtain and read the caller-verification script; confirm it requires multiple independent challenge questions before account access is granted.
2. 2.Confirm the script cannot be bypassed under call-volume pressure without supervisor override and logging.

Control Operating Effectiveness (COE)

Procedures evaluating whether the control operated over the testing period.

1. 1.Select 25 recorded calls from the period and confirm the full verification script was completed before account access.
2. 2.Confirm no sampled call granted access after a failed or skipped verification step.
3. 3.Confirm skipped-verification incidents identified through monitoring were logged and addressed with agents.

Linked risks

• Contact center verification bypassmitigation 3
• Customer complaint handling failuremitigation 1

Framework mappings & latest test