5 Best practices for protecting contact centers from fraud

Today, the contact center software is the foundation of customer service. They assist in   answering customer queries and handle complaints. They are also the first point of contact for potential scams and frauds, so you need to be vigilant at all times. According to a recent Pindrop Security survey published by American Banker, there has been a 30% spike in phone fraud and the numbers are rising day by day. 

A contact center is a company's core  customer-centric department that handles inbound and outbound calls, chats, and other forms of communication. It is an integral part of the company's efforts to ensure exceptional customer experience, and also the first point of contact with customers. So it needs to be protected from fraudsters.

There are many reasons why contact center frauds happen, but the most common ones are:

  • Customer dissatisfaction with a product or service
  • Unethical agents resorting to fraud
  • Employees details compromised Lack of robust authentication protocols

 

Let's  look further and dive into one of the best ways to protect the contact center from fraud. 


Best practices for protecting contact centers from fraud

Contact center fraud is a type of fraud in which the criminal impersonates the victim and communicates with the company's customer service department. Many things can be done to protect your contact center from fraud. Here are some of them:

 

  1. Utilize voice biometrics

Voice biometrics is a new technology that allows companies to identify and authenticate callers using their voices.

Voice biometrics is based on the idea that every person's voice is unique and can be used to verify their identity. It works by measuring speech parameters such as pitch, tone, and cadence. Voice biometrics has been gaining traction in the contact center industry because of its ability to identify high-risk callers who are likely to be committing fraud.

It can help monitor employee performance by identifying when they are not following protocol or have become stressed out, leading to a higher likelihood of fraud.

 

  1. Employ cloud-based contact center software

Cloud-based contact center software are one of the best ways to ensure the safety of your sensitive information. Cloud-based services can protect these contact centers from fraud by monitoring the activity and proactively catching any suspicious activity. 

In addition, the contact center should feature cutting-edge technology to ensure excellent results with every client conversation and omnichannel cloud-based software.

 

  1. Restriction on sensitive transactions

The restriction on modification of sensitive transactions can protect contact centers from fraud by preventing fraudulent transactions from being processed. Contact centers are prime targets for fraudsters, as they have access to sensitive customer data and handle many transactions. 

For example, a change in email or other contact information should not be made without the necessary consent.

 

  1. Real-time reporting 

Real-time reporting is essential for contact centers to protect themselves from fraud. The ability to see what transactions are happening in real-time allows contact centers to be more proactive in their approach. It can also help them identify fraudulent activity, which can otherwise go unnoticed.

With the help of such reports, contact centers software can quickly identify irregular activity within their system and take action accordingly. This will save them time and money as they will be able to prevent fraud before it happens.

 

          5. Phone printing

Phone printing is a new technology developed to help contact centers from fraud. It is a simple process of using an app, scanning the QR code from the phone, and printing the contract on paper.

The phone printing process helps contact centers protect against fraud. When a customer signs their contract on paper and then hands over their phones, they are more accountable for what they have signed.

 

Protect your contact center from fraud today!

Unfortunately, it's no secret that there's a lot of fraud. And this is a big problem for contact centers. 

It is essential for contact center fraud management to keep up with the latest methods of fraud since fraudsters often set out on a campaign to find new weaknesses in a company's security measures, and they will keep trying until they succeed. 

As contact center fraud management techniques advance, so should the security measures in place to protect them.

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