GoResponse Telephone Answering Service Staff

Customers failing to protect themselves from fraud

A new report has discovered that despite being aware that fraud exists, many consumers are not taking steps to protect their identity. For call centres across the UK, safeguarding against fraudsters has become part of daily operations. However, it seems that members of the public are failing to conduct even the simplest safeguarding steps, leaving them open to identity theft.

The latest data from fraud protection and authentication firm Pindrop shows that even though 87 per cent of people know about phone fraud, many are not actively avoiding it. After surveying 1,000 consumers across the UK, they determined that just 18 per cent use enhanced privacy settings on their many social media accounts. Only 54 per cent of people have changed online passwords, whilst 56 per cent keep their anti-virus software up-to-date. This leaves a large proportion of consumers vulnerable to attack.

Meanwhile, one quarter of people surveyed said they are frustrated if too many security questions are asked. This means that telephone answering services face a fine balancing act between ensuring caller authentication and providing excellent customer journeys.

Pindrop’s Vice President and General International Manager Matt Peachey said: “Fraudsters today do not have to work that hard to gather data because consumers aren’t even taking the most basic measures to protect their online identity. Criminals will always try to stay one step ahead of consumers and they are increasingly using social media to learn about their targets. This is leading to an alarming rise in phone fraud across financial institutions.”

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