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Since the COVID pandemic first struck, fraud in contact centres has soared. A combination of disruption caused by remote working and economic instability from the pandemic has made contact centres the perfect target for fraudsters everywhere. Figures included in our recent eBook show 57% of organisations have encountered fraud attacks in their contact centres since […]
In the UK, levels of fraud are of such concern that UK Finance considers fraud to be a threat to national security1. Types of fraud such as Authorised Push Payment (APP) fraud are especially pernicious and are continuing to grow. Figures released by UK Finance for the first half of 2021 show that losses attributable […]
In times of great disruption, companies must streamline their operations to thrive in uncertainty – especially when it comes to preventing fraud. To effectively protect their customers, organisations need proactive processes and ensure they have the knowledge to recognise fraud from the very start. But when the teams responsible for instilling those protections are unable […]
If you’re a global organisation with contact centres spread around the world, fraud prevention can be tricky. That’s because different countries have different regulations and standards when it comes to gathering customer data and managing fraud. In short, that means it’s difficult to come up with a fraud prevention solution to encompass all your contact […]
Whether you’re a bank, a phone provider or a customer service team — every contact centre grapples with the same fundamental problem. How do you ensure the customer you’re talking to is who they say they are? And how do you do that without driving well-meaning, genuine customers mad with endless knowledge-based authentication questions? This […]
Compared to digital channels the contact centre can often be overlooked, making the contact centre a weak link and critical fraud vulnerability.  Rather than a reliance on cumbersome and ineffective knowledge-based verifications, Gartner advises that “organisations must deploy a layered defence of identity proofing, fraud detection and authentication capabilities, closely coupled with tighter integration into cross-channel […]
Proving customers are who they say they are when they reach the call centre has been a challenge ever since companies first started taking inbound calls. In those early days, you depended upon good faith and perhaps a few knowledge-based questions to pass the gatekeeper and access the account. Today, technology has given businesses a […]
Shifting channel trends create new risks for customers The ways in which we engage with our financial providers have changed dramatically in recent years. For some time now, banks have been driving more of their customers into direct contact channels – internet browser, mobile app and telephone – ostensibly to reduce costs. Twenty years of […]
There’s nothing fraudsters love more than disruption and uncertainty. And in the last year, we’ve all had a little bit more disruption and uncertainty than we expected. This is a fertile breeding ground for fraud, and sure enough, fraud cases have risen some 63% over the past year. That means contact centres now have to […]
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