The majority of consumers are concerned about the security and use of Pins, passwords and 'secret' data used by bank call centres to verify identity.
A survey carried out by voice biometrics firm SpeechStorm found that 61 percent of respondents expressed concerns about these forms of verification.
Some 42 percent of people using telephone banking do not believe that their bank does enough to prevent fraud or identity theft.
Just over 40 percent of respondents believe that their personal information is more secure when using an automated system than speaking to a live agent (36 percent) when handling Pins and passwords.
However, 86 percent would be happier to use either voice biometrics (28 percent) or a blend of voice biometrics and Pin/password (58 percent) measures for telephone banking identification and verification.
Professor Michael McTear, head of voice authentication research at the University of Ulster, said: "Many bank customers are concerned with the threat of identity fraud and the associated risks for their personal finances.
"It is imperative that banks should be encouraged to provide an effective and easy-to-use method for additional security. Voice authentication provides such a method.
"The customer is not required to enter complicated sequences of numbers and letters but simply answers a few questions in their normal voice.
"Voice biometrics is an effective and reliable technology for authenticating valid customers and, more importantly, for rejecting 'imposters' whose voice does not match the customer's voiceprint."
Some 80 percent of respondents said that security is an important element of banking transactions completed over the phone, and 74 percent stated that they have been more careful with their personal information in the past 12 months.
SpeechStorm and partner Genesys believe that this highlights the need for banks to address security concerns.
Biometrics more popular than passwords
By Clement James on Jul 9, 2008 11:02PM
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