Whitepaper: Protecting Customer Experience While Controlling Contact Centre Fraud
New Research from Martin Hill Wilson
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Building A Deeper Collaboration
It’s a growing problem for contact centre managers: how do you balance customers’ expectations for an efficient service while protecting them from fraud? Asking for more information from customers can complicate the user-experience and present new opportunities for fraudsters to hone their approach. More importantly, these issues may lead to repetitional damage and loss of revenue for contact centres.
1 IN EVERY 700 CALLS
FRAUD HAS INCREASED 45%
IN TWO YEARS.
£0.51 IS LOST
TO FRAUD ON EVERY UK CALL.
An effective solution will comprise a number of elements that need organising into a coherent strategy and detailed plan. This then needs to be adequately resourced and managed as a collaborative effort amongst stakeholders. Key elements of your strategy should include:
A unified approach that secures the entire ecosystem of customer touch points as well as the unique challenges of each individual touch point
A multi layered approach to security technology (e.g. voice biometrics plus Phoneprinting TM)
Recognition that omni- channel contact centres need both text and voice surveillance (ideally integrated)