octubre 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 analyzed more than half-a-billion calls to investigate the latest fraudulent call center activity data from around the world. Pindrop’s 7th annual Call Center Fraud Report reveals that call centers are the nexus of fraud activity with a 113% rise in fraudulent calls within the past year.
Call center fraud rates jumped from 1 in every 2000 calls last year to 1 in 937 this year with a year-over-year increase in the fraud rate of 113%.
45% of fraud calls are coming from VoIP lines, an increase of 7% over last year and 43% originating from mobile devices, an increase of 25% compared to last year.
Only 17% of fraud in the U.S. is domestic, the majority of frauds originated outside the U.S.