October 3, 2018
The Future of Voice, Fraud, and the Impact to CX | A Recap
Voice is growing out of the call center, out of…
According to Pindrop® Labs, one out of every 491 calls to a retail call center is fraud. Yet, many anti-fraud and authentication solutions just aren’t up to the task of fending off aggressive fraudsters.
Fraudsters love exploiting retail with card-not-present (CNP) fraud, account takeovers, cross-channel attacks, and reshipping fraud. These incidents accrue and hit retailers hard with costly repercussions, such as chargebacks and high rates of theft for fencible goods.
Relying only on outdated security solutions makes the retail call center the weakest security link
Pindrop® Labs found a 79% increase in retail fraud rates between 2014 and 2016
Excessive time authenticating legitimate customers reduces loyalty
Pick and choose from authentication and anti-fraud solutions to fit your needs and serve your customers, with Pindrop Panorama, Pindrop’s next generation platform. From the carrier to the IVR and agent, call centers that deploy Panorama can seamlessly authenticate legitimate callers and weed out fraudsters, while decreasing average handle times and cost per call.
Pindrop helps call centers detect fraud throughout the lifecycle of a call by analyzing the audio, voice, behavior and metadata to create call risk scores and fraudster profiles.
Pindrop helps call centers passively authenticate customers by creating unique multi-factor credentials based on device, voice, and behavior.
— Pindrop® Labs 2017 Fraud Report
Pindrop® anti-fraud and authentication solutions help retail call centers reduce chargebacks, improve customer experience, lower operational costs, and avoid devastating data breaches.
Pindrop® solutions help call centers detect suspicious callers most likely to commit card-not-present (CNP) fraud before they can make a purchase leading to a chargeback.
Pindrop solutions help call centers reduce time spent on authentication processes that frustrate legitimate customers. By letting agents get straight to helping the customer, call centers improve the customer experience.
By streamlining authentication processes according to risk, Pindrop solutions help retailer call centers reduce the average handle time for low-risk callers. Reducing AHT — even by seconds — helps reduce operational costs.
Pindrop retail call center solutions help prevent fraudsters from gaining access to customer accounts, stealing credit card information or placing fraudulent orders. By identifying these callers during their early reconnaissance phase, Pindrop solutions help prevent attacks and preserve brand reputation.