Report

Contact centres: the new frontier in fraud prevention

Introducing our recent industry report, Contact centres: the new frontier in fraud prevention.

If we’re to be successful in the fight against financial crime, organisations need to take seriously the role that contact centres play and ensure they are maximising the critical fraud insight that telephony data can provide.

We know from our work with existing clients and the fraudulent activity we see through the Smartnumbers platform that fraudsters often use the contact centre to prepare their attacks. Indeed our data shows that of the suspicious calls we flag, 28% are attempts to gather more customer data, and 59% are fraudsters making small changes to customer accounts to prepare their attack.

To gain a clear picture of the scale of fraud that organisations are currently aware of in the contact centre, we conducted an independent survey of 250 fraud professionals from the financial services, travel, retail and IT/telco sectors.

We’re delighted to share the findings with you.