Collector - February 2016 - 10


FYI

TYPES OF COMMON CALL CENTER
FRAUD TECHNIQUES

42%

RECON AND SOCIAL
ENGINEERING

8% OTHER
32%
18%

ANI DECEPTION

VOICE DECEPTION

2%
13%

Percent of
organizations
reporting
suspected call
center fraud.

Percent of
organizations
reporting
suspected call
center fraud.

The average enterprise call
center is exposing more than

$9
MILLION
EACH YEAR TO FRAUD.
Sources: IDology's 2015 Fraud Report and Pindrop Security's The State of Phone Fraud in 2015.

Call Center Fraud Ramps Up

C

all centers are becoming a
fraudster's paradise, and related
criminal activities are on the
rise-up 11 percent from 2014 to 2015.
A report from IDology attributed this
increase to the recent U.S. introduction
of EMV cards, which are more difficult
to duplicate than magnetic-stripe cards
and may have prompted criminals to shift
their attention from point-of-sale fraud to
telephone fraud.
Call center representatives, who
are commonly directed to focus on
providing helpful customer service and
fostering a sense of goodwill with the
person on the other end of the line, may
be uniquely susceptible to these scams.
In their efforts to be accommodating,
they may inadvertently expose your
company to risk.

10

The IDology report cited three main
ways fraudsters try to deceive call center
representatives:
* Automatic number identification (ANI)
deception: Uses number spoofing
tactics, stolen VoIP gateways and burner
phones to perpetuate fraud and cover the
criminal's tracks.
* Recon and social engineering fraud:
Uses personal manipulation tactics
designed to trick people into breaking
normal security procedures. The caller
may pretend to be someone he is not
using information gained from a data
breach or other illegal methods.
* Voice deception fraud: Uses disguise,
distortion and additional noise to
impersonate a legitimate consumer.
How can companies guard against
fraud and ensure that their call center

representatives are speaking with a legitimate
customer? First, set a benchmark by tracking
fraud losses connected to your call centers so
you can see what you are up against.
Next, beef up your fraud prevention
platform by implementing enhanced
identity verification and security
measures. In Pindrop Security's 2015
phone fraud study, it recommended
that fraud detection technology should
leverage multiple data sources and be
usable on every call, despite background
noise or call quality.
Finally, create comprehensive security
policies and regularly train staff on
your data security processes. While
technology can go along way toward
protecting your business, ultimately it's
up to your phone representatives to put
your policies into action.

ACAINTERNATIONAL.ORG


http://www.ACAINTERNATIONAL.ORG

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