Today we are pleased to announce our latest Pindrop Labs research, the 2016 Call Center Fraud Report. Our team has analyzed over 10 million calls to major enterprise call centers in the US and UK using patented PhoneprintingTM technology. The report outlines impact by vertical, attacker device type, and attacker location for enterprises in the US and UK, as well as new trends and attack vectors used by organized crime.
Strong online and mobile security plus the abundance of breach data and the rollout of EMV chip cards in the US means cybercriminals are changing tactics, exploiting the weakest link in the organization: the call center. The rate of call center fraud attacks has grown 45 percent since 2013. Other key findings and data points in the report include:
- In 2015, enterprises lost an average of $0.65 to fraud per call.
- In the UK, fraud rates are at 1 in 700 calls, which is more than double the 1 in 1,700 calls in the US.
- Credit card issuers and device insurance industries face the highest fraud rates, while credit unions and life insurance face lower fraud rates, but high fraud exposures.