Top 10 U.S. Retail Bank Cuts 55 Seconds Per Call with Pindrop® Passport
One of the largest retail banks in the U.S. sought to improve customer satisfaction in the call center by eliminating time-consuming processes. Limited by a non-speech-enabled IVR, the bank was constrained to outdated authentication options, such as PIN numbers and knowledge-based authentication (KBA) questions. Long enrollment processes and authentication challenges were driving call handle times up, causing significant customer […]
Stopping the Surge of Card Not Present Fraud in Retail Call Centers
While the US may have been the last major country to transition to EMV chip card technology, adoption has been swift – as has a corresponding rise in card-not-present (CNP) fraud, as fraudsters shift their focus to less protected channels such as the call center. Not surprisingly, according to Aite Group, an independent research firm, […]
Protecting Customer Accounts in Life Insurance Call Centers
Although the life insurance industry is known for its strong fraud teams, most detection efforts are focused on claims fraud. In 2015, several of the top US life insurance agencies discovered another type of fraud vulnerability: account takeover attacks that originate in the call center. By proactively implementing a real-time solution to detect fraud and […]
Online Brokerage Saves $1.5 Million With Fraud Detection System
Call centers in the U.S. spend over $10 billion per year authenticating callers; however, they are still forced to deal with social engineering attacks designed to gain access to accounts, money, and other assets. For companies like this top 3 online brokerage, tactics like social engineering, Caller ID/ANI spoofing, and customer impersonations have allowed fraudsters […]
Securing the Call Center in Financial Institutions
Major US Retail Bank Reduces Call Center Fraud Losses 70% In 2015, a leading U.S. retail bank found that fraud attempts on their call center were at an all time high, and expected to continue growing. With the help of Pindrop, the bank was able to secure their call center, reducing fraud loss, while lowering […]