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Call Centre Fraud has Grown 45% Since 2013
Why the Call Centre is the Weakest Link
Call centres have many vulnerabilities that make them an attractive target for fraud:
The Human Element Is Unreliable – Call centres that rely on live agents to look for suspicious callers are at high risk for social engineering attacks. They also risk customer experience, by forcing agents to enforce policy before helping the customer.
The IVR Is A Blind Spot – Most companies do not have sufficient insights into customer IVR activity. Pindrop researchers analysing IVR calls found repeated PIN resets, account mining, extremely long calls, and other suspicious activity that indicates IVR fraud at a rate close to that seen in live agent fraud.
Caller ID Can’t Be Trusted –Call metadata like Caller ID numbers, Automatic Number Identification (ANI), or Calling Line Identification (CLI ), is completely unreliable today. Fraudsters have cheap and easy solutions to spoof this information.
Knowledge Based Authentication Doesn’t Work – Gartner estimates that 10 to 30 percent of legitimate callers fail KBA, while criminals are sometimes able to answer successfully. The abundance of customer information available on the black market mean fraudsters can easily find the correct answers.