{"id":4924,"date":"2016-06-02T14:41:17","date_gmt":"2016-06-02T14:41:17","guid":{"rendered":"https:\/\/evssolutions.com\/call-centers-need-to-address-growing-fraud\/"},"modified":"2023-04-18T20:36:55","modified_gmt":"2023-04-18T20:36:55","slug":"call-centers-need-to-address-growing-fraud","status":"publish","type":"post","link":"https:\/\/evssolutions.com\/insights\/call-centers-need-to-address-growing-fraud\/","title":{"rendered":"Call Centers Need to Address Growing Fraud"},"content":{"rendered":"<p>A <a href=\"http:\/\/www.darkreading.com\/vulnerabilities---threats\/call-centers-in-the-bullseye\/d\/d-id\/1325508\">report<\/a> issued last month reported a 45% increase in call center fraud between 2013 and 2015, along with an increase of losses from fraudulent call center transactions of 14%.&nbsp; This includes an increase in domestic fraud calls (calls originating from within the targeted country increased from 36% to 51%.<\/p>\n<p>There are three primary factors driving this increase in fraud through call centers.&nbsp; The first is the EMV rollout within the US which makes card-present fraud much more difficult, shifting fraudulent activity towards easier targets.&nbsp; The shift towards remote (customer not present) targets for fraud was largely <a href=\"https:\/\/www.electronicverificationsystems.com\/blog\/card-not-present-fraud-is-spiking-here-s-why\">anticipated<\/a> based on trends seen after the UK adopted EMV more than 10 years ago.&nbsp;<\/p>\n<p>The second factor driving this increase in call center fraud is the ease of \u201cspoofing\u201d, or altering the number that is displayed for caller ID, phone calls.&nbsp; There are now hundreds of services, including free apps, which allow consumers to easily falsify the telephone number reflected on caller ID without having a high level of technical sophistication.&nbsp; &nbsp;<\/p>\n<p>While call centers are aware of the threat of fraud, traditional methods of verifying the caller (caller ID, verifying account information) are no longer sufficient to prevent fraudulent transactions.&nbsp; The combination of massive breaches and phishing scams has armed fraudsters with the information needed to get past these hurdles.&nbsp;<\/p>\n<p>To combat the increasing fraud, call centers need to remember what is driving the fraud shift \u2013 fraudsters are seeking the easier target.&nbsp; By adding additional layers to verification such as <a href=\"https:\/\/www.electronicverificationsystems.com\/phone-verification\">outgoing one-time passcodes<\/a> or dynamic knowledge based authentication questions call centers can make their operations more difficult targets.&nbsp; Just as with the adoption of EMV, fraudsters will shift towards the targets that are still easy.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>A report issued last month reported a 45% increase in call center fraud between 2013 and 2015, along with an increase of losses from fraudulent call center transactions of 14%.  This includes an increase in domestic fraud calls (calls originating from within the targeted country increased from 36% to 51%.<\/p>\n","protected":false},"author":40,"featured_media":6214,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[34,39],"tags":[80,42],"class_list":["post-4924","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-fraud-prevention","category-identity-fraud","tag-call-center-fraud","tag-phone-verification"],"acf":[],"_links":{"self":[{"href":"https:\/\/evssolutions.com\/wp-json\/wp\/v2\/posts\/4924","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/evssolutions.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/evssolutions.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/evssolutions.com\/wp-json\/wp\/v2\/users\/40"}],"replies":[{"embeddable":true,"href":"https:\/\/evssolutions.com\/wp-json\/wp\/v2\/comments?post=4924"}],"version-history":[{"count":0,"href":"https:\/\/evssolutions.com\/wp-json\/wp\/v2\/posts\/4924\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/evssolutions.com\/wp-json\/wp\/v2\/media\/6214"}],"wp:attachment":[{"href":"https:\/\/evssolutions.com\/wp-json\/wp\/v2\/media?parent=4924"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/evssolutions.com\/wp-json\/wp\/v2\/categories?post=4924"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/evssolutions.com\/wp-json\/wp\/v2\/tags?post=4924"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}