May 22, 2020
Consumer experience and biometrics are at a crossroad as consumers…
The journey of a fraudster will always gravitate toward the path of least resistance. In the context of fraud, the easiest way to do this is through the contact center, as they provide an easy opportunity to set up an individual or organizational fraud.
Fraudsters are adept at masking their true identity, changing their own voice or using technology to replicate the vocal signatures of genuine customers. They also know that advisors can be socially engineered.
Apart from socially engineering advisors, any unmonitored self-service channel is an obvious place to pitch their tent and start data mining. Fraudsters use bots to brute force attack the IVR which will mine account numbers, passwords, and birthdays.
Cybercriminals are forever advancing the sophistication of their methods. Fraud is now omni-channel, moving between channels such as web, call center and mobile. New tactics such as synthetic fraud where fraudsters combine real and fake information to create a totally new identity are constantly evolving and require equally sophisticated solutions.
As an omni-channel challenge, protecting your call center must include any form of voice self-services such as IVRs and virtual assistants while also protecting customers when things become emotional or complex and they feel the need to talk with an advisor.
In summary, the only way organizations can operate in a digital economy is to offer effective but invisible security. That means frictionless authentication and end-to-end fraud detection.
61% of all fraud activity can be traced back to the call center according to research from US based Aite Group.
77% of OD theft starts with the phone. This is underpinned with the insight that over 60% of confirmed fraud calls were information gathering by criminals to them achieve fraud in the online channel.
75% of omni-channel customer-facing organizations will sustain a targeted, cross-channel fraud attack and the contact center will be the primary point of compromise.