GoResponse Telephone Answering Service Staff

Call centres urged to protect against fraud

Portrait of salesman with headset onNew data has revealed a 45 per cent increase in call centre fraud in the US. The “2016 Call Centre Fraud Report” suggests that rising security measures in many channels have caused an increase in fraud between call centre agents and criminal interactions.

The latest publication defined fraudulent activity as an interaction between an agent and a criminal. Since 2013, losses due to fraud have risen by 14 per cent, with the average fraudulent call costing $0.65 (£0.40) in 2015. Researchers stated: “This means a call centre that received 40 million calls per year should expect to see somewhere between $17m and $27m in fraudulent transaction losses annually.”

The increase in card security has actually contributed to the fraudulent loss gains. In the UK, for example, chip card technology has helped reduce the number of phony card payments being accepted by telephone answering services. However, this means criminals are now turning to social engineering in an attempt to commit fraud.

Pindrop Labs Director David Dewey said: “Chip-and-PIN makes it harder” for criminals to steal data and reproduce phony cards. As a result, criminals have changed their tactics and now target call centre agents in an attempt to successfully commit malicious transactions.

With call centres focussing on providing optimised customer services, it remains important to train agents to spot suspicious behaviour. This can help cut fraudulent transactions and reduce losses for companies whilst continuing to offer good consumer care to verified callers.

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