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Written by: Pindrop

Contact Center Fraud & Authentication Expert

For many businesses, the cost of phone fraud is stacking up. Data collected by Pindrop® Labs found that, in the UK, £0.86 per call was lost to phone fraud in 2016 – a 68% increase from £0.51 in 2015.

It doesn’t help that phone fraud is getting harder to detect. Fraudsters have found many ways to exploit the vulnerabilities in call centre defences, and they attack in ways you might not expect…

  1. You don’t really know who’s calling you
    Technology to spoof caller ID and manipulate voice is easily available, which means caller ID is no longer truly reliable for authentication. Voice distortion apps also help fraudsters bypass voice biometric solutions, making both solutions poor stand alone options.
  2. Your call centre staff are only human
    Call centre staff aren’t trained adequately on how to spot fraudsters. They may not necessarily be on the lookout for attackers, and wouldn’t know the telltale signs even if they were.
  3. Your efficiency is actually a weakness
    Call centres are designed to be efficient. Agents are measured on how quickly they resolve each call. Fraudsters know this and often pretend to be in a rush or angry to gain sympathy and move the call along quickly.


Understand the scale of your vulnerability, and the ways in which fraudsters might exploit it, in our free 2017 UK Call Centre Fraud Report.