Incidents of call center fraud continue to rise according to various call center fraud reports. Organizations are exposed to these high-risk fraud threats partly due to the migration of scammers from online channels, where breaches are becoming more difficult to commit, to the largely unprotected and vulnerable environment of call centers.
According to Identity Management Institute, employees are soft targets that fraudsters recognize and target through social engineering to make unauthorized transactions and commit fraud. The basic definition of social engineering is the use of deception and manipulation to persuade unsuspecting call center employees to share confidential information that can be used to access customer accounts, steal other sensitive information, and execute an unauthorized transaction. Due to increased number of fraudulent calls and successful execution of fraud schemes, targeted companies face higher fraud costs which they must address primarily through employee training and deployment of smart systems.
In this course, we will cover in more detail:
- various terms and definitions,
- the different techniques used by fraudsters and their objectives,
- a few real examples of call center fraud incidents, and,
- solutions deployed by companies in various industries to combat call center fraud.
Identity Management Institute is a leading international organization which provides thought leadership, training and professional certification to its global members who are interested in identity management topics such as identity governance, identity and access management, identity theft protection, compliance, data protection, and technology.