Report

Best practice guide: Preventing fraud in the contact centre

Contact centres play a key role in the fraud lifecycle, with fraudsters using them to gather information about customers, set up their accounts for fraud and carry out fraudulent transactions.

Fraudsters exploit contact centres because they are often a weak spot in an organisation’s defences. This is because they can sit outside the scope of typical online defences, and also because they are a point of human interaction, and humans can be manipulated.

To successfully fight fraud across all sectors, it is essential to protect contact centres.

In this guide, we take a closer look at: 

• The kinds of fraudulent activity we see taking place in contact centres
• The relevance of this insight for combating this crime across all channels and in all sectors
• Recommendations and treatment strategies for the different stages of fraud