While these calls may never reach
an agent, they are wasting resources and degrading network performance. If the calls do reach agents, the messages are often deliberately recorded
to be long and garbled. Which means
that agents are caught up trying to get clarity LINE Database from the “callers” while other legitimate calls wait on hold. Outbound toll fraud occurs when threat actors gain access to the organization’s phone system and then generate massive auto calls to premium international numbers.
We know from our customers an
d industry contacts that outbound abuse is very Demystifying 877 Numbers: Your Guide to Toll-Free Convenience prevalent because it is quite lucrative for the criminals. In either case, many businesses are unaware that they have been victims of toll fraud until the bills arrive. And in both cases, performance
metrics are impacted by t
he amount of illegitimate activity involved. VISHING FRAUD In addition to nuisance and nefarious robocall campaigns, contact centers are an increasingly popular target for direct calls from cybercriminals posing as customers or other trusted sources.
No doubt, customer service contact
centers are a particularly enticing target for these sophisticated scammers. They are a convenient gateway to organizational and
customer data and are staffed
by agents who not only must answer every call: but who also are predisposed to approach those calls with a helpful attitude. In this form of attack, known as vishing, the threat agent is highly skilled at impersonation and social engineering.
