WebinarYour contact centre is at risk
This on-demand webinar looks at how fraud is shifting into the contact centre and why telephony has become a critical control point for banks.
The webinar explores current fraud trends across the banking sector. As organisations strengthen digital channels, fraudsters are moving to weaker points of entry. The contact centre remains vulnerable due to lower security controls, ease of impersonation and agent behaviours focused on service rather than challenge. Smartnumbers data shows that while overall call volumes are falling, fraud concentration is rising, with one in every 400 calls now fraudulent.
Viewers are taken through how fraudsters exploit the contact centre across the attack lifecycle. This includes early-stage reconnaissance, account manipulation to enable digital takeover and direct cash out. The session challenges the notion that contact centre fraud is limited to telephony losses, demonstrating how it enables significant cross-channel fraud.
The webinar explains Smartnumbers’ three-pillar approach. This combines carrier data, AI driven behavioural analysis and shared intelligence through the consortium. It shows how calls are screened at the network layer, risk scored in real time and treated in line with each organisation’s fraud strategy.
The session also covers practical treatment options for high-risk calls and discusses how fraudsters are using AI to scale their activity.
