This form of fraud is far more pervasive
, not just because there are many more consumers VNPAY Database to exploit than contact centers, but also because most consumers are not well-school to respond effectively when these calls come to them. …FRAUDSTERS CAN CONVINCINGLY GIVE THE APPEARANCE THAT THEIR OPERATIONS ARE MAKING CALLS THAT ARE COMING FROM YOUR CONTACT CENTER… We’ve all been targets of these calls, and there’s a healthy mix of both spam and scam offers.
Regarding spam, fraudsters have become so
adept at every step of the process that it’s Trello Trello is a content management platform that helps teams become very difficult for consumers to tell if the messaging is from a legitimate source or brand, or from someone trying to appear that way. While these calls aren’t coming from your contact center, they become problematic for your company as their brand is being misrepresent.
In many cases, these spam efforts are then
us to propagate scams that further damage your company’s brand. Once a fraudster gains the trust of their targets, they can convince buyers to place orders and make payments for your products they will never receive. Contact center leaders ne to recognize that fraudsters can convincingly give the appearance that their operations are making calls that are coming from your contact center, and that makes the targets think they are dealing with your company.
Two Ways to Manage These Risks Despite
there being an array of regulations and consumer protection laws aim at eradicating telecom fraud, enforcement is difficult, and the deterrents aren’t strong enough to keep determin fraudsters in check. To be fair, many do get caught, shut down, and even prosecut, but the bad actors can shape-shift enough to stay one step ahead, always finding new ways to exploit their targets.
That’s because there’s always serious money
to be made in fraud. For contact center leaders, the main message is to be aware of the various types of risk at play here. Clearly, there is financial risk – both for lost sales for the company, and monetary losses for your customers when dup. There is also risk to your company’s brand and reputation, especially for large-scale fraud campaigns that become public.