Why Identity Theft Recovery Advocates and Customer Service Performance Matter
Identity theft recovery advocates and customer service performance aren’t just metrics—they’re the foundation of trust. At defend-id, our advocates combine empathy with efficiency to deliver real results for people facing one of life’s most stressful moments: recovering from identity theft.
As a result, our Q3 service report shows what that level of care looks like in practice—and why it matters for employees, HR leaders, and businesses focused on protecting both data and well-being.
Q3 Snapshot: Service Performance That Builds Confidence
| Metric | Q3 Results | Goal |
|---|---|---|
| Abandon Rate | 2.5% | ≤ 3% |
| Average Speed to Answer | 16 seconds | ≤ 20 seconds |
| Calls Answered in 20 seconds or less | 85.2% | ≥ 80% |
These numbers highlight the consistency of our identity theft recovery advocates and overall customer service performance. Because every second matters, quick response times and high satisfaction scores ensure our members aren’t left waiting when they need immediate help.
Moreover, this reliability strengthens confidence across our client network and reinforces the trust employers place in defend-id.
Real Feedback: Where Service and Humanity Meet
Behind each call statistic is a person who felt heard, guided, and supported. Here are just a few of the voices that reflect the heart of our service:
“My assigned Recovery Advocate was super to work with. I am happy to have her assistance throughout the entire process.” — Frank T.
“The Rep was extremely helpful, knowledgeable, and took great pride in the services provided. Truly impressed.” — Sharon B.
“Thank you so much for being my guardian angel. You instilled great confidence while our case was in your hands.” — Lucie L.
Clearly, these stories remind us that customer service performance is measured not by speed alone, but also by the calm and clarity delivered in moments of crisis. In other words, efficiency and empathy go hand in hand.
Why These Results Matter for HR Leaders and Employers
For HR and finance leaders, identity theft recovery advocates play a crucial role in preserving productivity. Because a single case of identity theft can consume 30–100+ employee work hours, quick and compassionate resolution helps protect your team’s focus and your company’s bottom line.
In addition, identity recovery support demonstrates a culture of care. As remote work expands and cyber risks rise, offering this protection signals to employees that their security and peace of mind matter.
Therefore, forward-thinking companies are adding identity protection as a core employee benefit—not just to mitigate risk, but also to reinforce trust, morale, and retention.
The Defend-id Difference: Advocacy That Sets a Standard
Our U.S.-based advocates are more than agents—they’re experts trained to guide people through every step of identity recovery. Each advocate:
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Handles every call personally from start to finish.
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Coordinates with credit bureaus and institutions for full restoration.
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Keeps members updated in plain language, not jargon.
Because of this approach, we consistently maintain exceptional customer service performance results. Furthermore, every number represents someone’s relief, restored confidence, and renewed peace of mind.
The ROI of Real Human Support
When companies invest in identity theft recovery advocates, they invest in employee focus and emotional well-being. At roughly $5 per employee per month, this benefit often pays for itself after a single avoided or swiftly resolved incident.
Consequently, HR leaders looking for benefits that balance protection with cost efficiency can present measurable value to the C-suite. In fact, our service metrics demonstrate that people-first advocacy delivers both emotional and financial returns.
Conclusion: Service Metrics with a Human Pulse
Ultimately, our third-quarter customer service performance results show that fast answers and heartfelt advocacy can coexist. It’s not only about answering 85% of calls in under 20 seconds—it’s about ensuring every person feels supported through recovery.
At defend-id, we believe protection is personal. And because of that belief, our identity theft recovery advocates treat every case as if it were their own.
Peace of mind isn’t measured in seconds—it’s earned in trust.
