Robocalls would fall into this category
, and while measures like STIR/SHAKEN (a set of technology protocols and procures) are in place to mitigate them, they have limit effectiveness. Scams Zalo Database are more sophisticat, since they try to entice individuals to enter into schemes that are ultimately design for illicit purposes, such as crit card fraud, stealing money or property, and identity theft.
You may not care to distinguish between
scams and spam, but they operate very differently, and both touch the contact center. To further illustrate, here are two core fraud scenarios Link building of an English-language eCommerce website that contact center leaders ne to be acutely aware of. Two Contact Center Scenarios for Fraud Scenario – Fraudsters impersonating customers In this scenario, the contact center itself is the target, so these would be inbound calls that agents are handling.
Not only are there countless varieties of
schemes, but they are constantly being tweak to avoid detection, so this is very much a whack-a-mole challenge. In most cases, however, the perpetrator is impersonating a customer, doing one of two things. First, they may have stolen ID from a real customer, and would be using that to make new purchases or request refunds for earlier purchases.
Secondly, they may only have partial information
about the customer being impersonat and are calling in an attempt to get an agent to provide other pieces of personal ID that give them enough information to call later to make purchases. Whatever the approach, fraudsters can determine pretty quickly if the contact center has strong or weak capabilities to detect fraudulent activity.
If they don’t have success with the first agent, t
hey’ll call back and try again with another agent, and so on. Savvy fraudsters can spoof phone numbers, so even if you detect repeat attempts from the same number, they can keep trying using other numbers. Scenario – Fraudsters impersonating contact centers Now the focus shifts to outbound calling, where