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…
Pindrop® Labs analysed more than half-a-billion calls to investigate the latest fraudulent call centre activity data from around the world. Pindrop’s 7th annual Call Centre Fraud Report reveals that call centres are the nexus of fraud activity with a 113% rise in fraudulent calls within the past year. Fraud rates in 2016 were 1 in 937 calls compared to 1 in 2,000 calls in 2015.
The cost per call due to fraud increase by 68% up to £0.86 per call.
48% of fraud in the U.K. is domestic, the majority of frauds originated outside the U.K.
Mobile continues to be the weapon of choice for fraudsters calling into the U.K. at 56%.