a given that agents should be well-
trained to recognize the signs of phone fraud, it is unwise and, in fact, unfair to place the full burden of fraud protection and organizational security on the individuals: who are already on the front lines to deliver exceptional service to their callers.
There are numerous technologies
available that, for instance, provide call source Office 365 Database analytics that detect call spoofing, or apply voice biometrics to assist with caller authentication.
The more sophisticated of these
resources may integrate artificial intelligence (AI) and machine learning techniques to detect unusual calling patterns or IVR usage anomalies: and provide agents or administrators alerts when suspicious behavior is detected.
Multifactor authentication (MFA
) has become commonplace for online account Numbers: Your Guide to Toll-Free Convenience, Not Area Codes access. It then should also be an acceptable form of customer authentication in the call center, protecting both the organization and the customers they serve from identity fraud. While narrowing
the possibilities of a successfu
l impersonation, MFA is, however, not foolproof. It can only be considered another layer in the organization’s arsenal of fraud protection measures.
Because we are seeing unwanted calls
as a threat to both your KPI metrics and the actual welfare of your agents and organizations, it makes sense to place a high priority on system
