Call center fraud occurs when a fraudster calls into a contact center and presents themselves as a customer. Using pieces of customer information obtained through other methods, such as breached data and information obtained from the customer’s public social media profiles, the fraudster is able to convince the call center agent that they are the customer. Unwittingly, the agent provides coaching and assistance to navigate the authentication process believing that they are helping the true customer. Through one or more call center interactions, fraudsters obtain enough information to successfully change passwords and other credentials that enable them to access customer accounts and to direct future verification attempts toward themselves instead of the accountholder. Unfortunately, due to the human nature of call centers and amount of breached personal information, call center fraud is a large problem that organizations are seeking to stop it.
Over the past 4 years the rate of mobile phone account takeover has doubled.
The number of mobile account takeover fraud victims in 2018.
Percent of mobile phone ATO in 2018, compared to 10% in 2017.
*2019 Javelin Identity Fraud Study
Use a multi-layered fraud approach through a mix of covert and step up authentication solutions to detect call center fraud quickly, and without disrupting your customer experience.
Identify the risk
Address the risk
As consumers move from face-to-face interaction to online and mobile transactions, there is a pressing need for more elaborate and accurate fraud prevention without fricition. Download the whitepaper to learn more.