3 Things Catalyzing Call Center Fraud & Plausible Solutions
Even as we hail the benefits technology has had on contact centers over the years, we must attest the existence of malicious groups who want to exploit the vulnerabilities of these technologies. Call centers are places where potential clients interact and make new deals with a company. Some pernicious individuals use the weaknesses in free pc phone dialers to fraudulently acquire useful details. They then lure gullible guys in the darknet to buy these particulars. Often, by the time people purchase credit card details or other information, most of them would fine the cards have been disabled and unusable.
Another form of swindling threatening call centers is whereby fraudulent individuals place calls, voicemails or texts via free pc phone dialers to legit call centers in an attempt to wiretap personal information. By calling banks or e-commerce stores, they try to find links that can be spoofed. In websites and social media, these malevolent hackers place phishing links in pages of legit call center company’s handles.
Major Vulnerabilities in the Free PC Phone Dialer Systems
Pindro Labs did extensive research, and the results were astounding: since 2015, fraud rates in call centers have increased by 113%. Their study covered 500 million interactions, and after thorough screening, they identified three loopholes that have exacerbated these attacks. Here are the three free pc to mobile dialing porosities that these hackers are taking advantage of.
This is whereby hackers use data breaches to access substantial information about people, thus perpetuating what is termed as the Personal Identification Information (PPI) fraud. Well, thought and undertaken data breaches give hackers tons of information ranging from maiden names, passwords, legal names, working email addresses and a person’s contact information.
When they have this data, they can use the free pc phone dialer tools to lure agents in banks and other institutions to cash out credit cards. Call center frauds often go undetected as it is difficult to trace back attacks and the constant need for centers to deliver warm and outstanding customer service leaving companies with tough choices to make.
While Interactive Voice Response (IVR) has been a blessing to contact centers, fraudsters have found it a pervious platform for extracting PPI. With over 90% of the world connected through phones, with most of them uneducated about the dangerous cyber attacks, hackers have ample time to spoof IVR technologies. With more advanced hacking codes, these individuals can port and manipulate personal information using free pc phone dialers giving them full control of other people’s accounts.
Call Center Agents as Targets
When hackers have PPI at their hands, the current security measures may detect fraudulent activities if they attempt to use the details on their own. So, they turn to unsuspecting call center agents. Because they’ve full information including security questions and maiden names, they trick agents into performing transactions on their behalf. By the time an organization detects what is termed as the Account Takeover Fraud, it’s too late, and they can’t salvage anything.
Solutions to Call Center Frauds for VoIP Callers
While free pc phone dialers are succinct security threats to PPI, there are preventive solutions that can help keep call centers safe. Check them out below.
- Developing risk-factor based and multi-layered security protocols.
- Using advanced authentication methods such as one-time passwords, two-factor verifications and knowledge-based authentication (KBA)
- Enhance data quality to roll out effective KBA protocols
- Identifying devices upfront for confirming call source and device’s owner details
- Integrating voice biometrics into the authentication schemes
These solutions may be hard to put in place with on-premise dialers. But with VoIP dialers, call centers can add most authentication methods with ease. Fraudulent VoIP callers can be detected in their first attempts. Nectar Desk is a provider of highly secured cloud contact center software and tools. Go through our services and if you’ve any question don’t hesitate to ask.