Fraudsters continue to dupe call centre staff

A recent report from Pindrop revealed that one out of every 700 calls made to British financial institutions are fraudulent. In the “State of Fraud” publication, it was estimated that an average of £20m is lost each year in the UK through scams. This is only part of the picture; the true cost is likely to be far higher. In addition, this hidden cost may impede customer services quality, particularly in scenarios where telephone answering services are unable to quickly identify fraudsters.

One way these thieves are having a negative impact on the customer experience is by duping call centre agents. Over the past few years, companies throughout the world have been increasing their defences when it comes to cyber crime, partly to battle increasingly sophisticated attacks. However, it is vital for brands to recognise that telephone calls can be one of their most vulnerable channels if the correct safeguards are not taken.

Professional fraudsters are normally experts at manipulating people, including call centre staff. These social engineers are able to take charge of a conversation, often without agents ever realising what is happening. Fraudsters know that most call centre employees will prioritise helping callers in a swift and efficient manner rather than trying to identify suspicious calls. As a result, criminals can take advantage of an agent’s eagerness to please and attack a business in this way.

With this in mind, call centres must consider integrating voice call defences to help verify callers without adversely impacting people’s experiences. This can help identify possible cases of fraud whilst ensuring that the quality of consumer care is not affected.

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