When that happens, there is also legal risk if
litigation arises from plaintiffs who believe RCS Database your company did not take proper precautions to prevent these forms of misrepresentation. For your customers, there can also be privacy risk when your agents unwittingly provide personal information to fraudsters impersonating them. While this may seem like a losing battle, there are many responses to protect against all these risks.
This article can only set the stage, and hopefully
get you on the right path to develop a target Content to explain concepts within strategy for managing telecom fraud. With that in mind, here are two basic approaches for driving that strategy. More fraud prevention training Technology has an i
That said, the opposite is equally true, so
the more prepar your contact center personnel are for this, the less of an issue this will be. Both agents and supervisors ne to be more attun to the various types of fraud, along with the tactics us by fraudsters. The bigger the brand, the bigger the target for fraudsters, but this also means smaller brands may think it won’t happen to them.
That’s exactly what fraudsters want them t
o think, making them even easier marks since they won’t be prepar for it. As consumers, when suspicious-looking calls come in, we simply don’t answer, so no harm is done. Contact centers, however, have to answer every incoming call, so agents must be on constant alert, with a clear sense of the r flags to be watching for.
Deploy more AI tools from your vendors
To be fully prepar, contact centers ne the right technology capabilities to support their agents and supervisors. If you’re not deploying artificial intelligence (AI) yet, fraud detection is one of the strongest use cases for it, especially if this has been an ongoing issue. If your current vendor doesn’t have these capabilities, then you’ll ne to look further afield.