Call center fraud shouldn’t discourage you from outsourcing

Call center fraud shouldn’t discourage you from outsourcing

Audrey Reyes Published on May 29, 2019Last updated on December 15, 2021

You’d think call center fraud would finally cease when the General Data Protection Regulation (GDPR) was enforced. Yet, as much as the ruling pushes companies to tighten their grip on data security, it’s still just another day at the office for seasoned criminals.

With stories of fraudulent activities becoming public knowledge, companies in the business process outsourcing (BPO) industry are put in an immensely vulnerable spot.

What lies beneath

Phishing, monetizing stolen resources and data, and hacking devices are tactics repetitively committed by criminals. Unfortunately, there’s no telling when data breaches will be fully eradicated.

A report by network enterprise company First Orion shares a look at the progression of fraudulent activities on the mobile space. Back in 2017, phone scams make up 3.7% of all calls in the US. It ramped up to 29.2% in 2018, was projected to reach 44.6% in 2019. The U.S. Federal Trade Commission reported $246 million in consumer losses due to online shopping fraud in 2020 alone.

Pindrop Security, an information security firm, reported fraud attempts in call centers increased 57% during the last quarter of 2020. However, the number shrank over 25% in 2021 due to long hold times.

What can call centers do

GDPR padlock over European map against call center fraud

To nip any risks of call center fraud in the bud, call centers need to re-evaluate their data security policies. They need to adopt new protocols and technologies, and drop those that are ineffective.

For starters, making the GDPR the backbone of your data security policy is definitely a good step to take. The regulation emphasizes the users’ right to privacy, to be informed, to be forgotten, and to withdraw consent. Pay attention to the policy whether your clients include Europe-based firms and individuals or not.

Additionally, the rise of multiple identity verification and authentication may serve as the safety net to catch what cannot be screened by humans and vice versa. However, these steps may not be enough to regain the trust of consumers altogether.

For now, even certifications and compliances may not completely cover for consumers. Especially when the fraudulent activities result from their own negligence. Despite that, companies are expected to own up to these faults and deliver their promise, therefore, having to find ways for fraud not to happen in the first place.

As we do our part, customers must understand that there’s more that meets the eye. For instance, widespread awareness and collective actions, including stricter fines and rulings, should come together to for everyone’s safety.

Jacking up fraud protection measures

It’s best to treat it as your straight-arrowed friend rather than an overbearing acquaintance. Always err on the side of caution. Customers want safety and assurance from companies who, in turn, seek the same level of responsibility from the BPO firms they outsource to.

Campaign for awareness staunchly rather than opting for complacency. Hence, customers, employees, and brands who outsource can understand that fraud is a ubiquitous monster in any industry. While fraudulent crimes may not be completely avoided, call centers can find ways to minimize the chances enabling agents to partake in such.

blurry call center fraud analyst reaching out to virtual padlock for data security

Some steps call centers may enforce include:

  • Minimizing the use of personal devices on the production floor;
  • limiting access to sites or applications on work computers;
  • monitoring emails and certain computer activity;
  • utilizing stringent hiring practices; and
  • training employees on proper decorum and security.

Call center agents are the frontline brand representatives and are responsible for fraud control. Therefore, they must adhere to the company’s core values and behaviors expected of them. This enables them to properly represent the brand and protect is consumers.

BPO companies and potential clients must remember that a few bad eggs don’t mean the whole case should be thrown away. Any organization can be susceptible to fraudulent activity. Customer service’s central role on brand loyalty and satisfaction often outweighs the doubt cast on possible call center fraudulent cases in the BPO industry. Fraud protection awareness is for everyone; it s crucial in safeguarding companies and lives from criminals.

Get in touch with Open Access BPO for secure business solutions trusted by global brands.

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO2 days ago
#CustomerService metrics indicate the level of service your brand is capable of providing.
They can also reveal just how effective your strategies are, including your staffing, training, quality assurance, and service/people management.

They're more diagnostic than curative: https://buff.ly/42DcwtH

----------
Make dismal #CustomerService a thing of the past when you outsource your #CustomerSupport needs: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CallCenterOutsourcing #CallCenters
#CustomerExperience
Open Access BPO
Open Access BPO3 days ago
You can think of #ContentModeration as the police guarding your online presence, be it on your website or #SocialMedia pages.
𝗕𝘂𝘁 𝘄𝗵𝗮𝘁 𝗶𝘀 𝗶𝘁 𝗿𝗲𝗮𝗹𝗹𝘆 𝗹𝗶𝗸𝗲 𝘁𝗼 𝗺𝗼𝗱𝗲𝗿𝗮𝘁𝗲 𝘄𝗲𝗯 𝗰𝗼𝗻𝘁𝗲𝗻𝘁?

Find out by reading our blog: https://buff.ly/3ngOFjg

----------
Entrust your content moderation needs only to a trusted expert: https://buff.ly/40aOVin

#WeSpeakYourLanguage
#SocialMediaModeration
Open Access BPO
Open Access BPO3 days ago
Having a branded #CustomerService strategy sets your business apart from others, helping grow your customers base and enhancing #CustomerExperience.
Here's how you can develop a branded customer service strategy: https://buff.ly/3JXTZkw

----------
Outsource #CustomerDelight without losing your #BrandIdentity: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #branding
Open Access BPO
Open Access BPO4 days ago
𝗥𝗲𝗰𝗿𝘂𝗶𝘁𝗺𝗲𝗻𝘁 𝗵𝗲𝗮𝘃𝗶𝗹𝘆 𝗮𝗳𝗳𝗲𝗰𝘁𝘀 #𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲.
Hire the right #CustomerSupport specialists and you can ensure excellent #CSAT.
Neglect #recruitment, and you risk losing your customers' trust.

• 𝐇𝐨𝐰 𝐎𝐩𝐞𝐧 𝐀𝐜𝐜𝐞𝐬𝐬 𝐁𝐏𝐎 𝐇𝐢𝐫𝐞𝐬 𝐒𝐭𝐞𝐥𝐥𝐚𝐫 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 𝐑𝐞𝐩𝐫𝐞𝐬𝐞𝐧𝐭𝐚𝐭𝐢𝐯𝐞𝐬
https://buff.ly/3ZbMj2y

• 𝟓 𝐂𝐫𝐞𝐚𝐭𝐢𝐯𝐞 𝐑𝐞𝐜𝐫𝐮𝐢𝐭𝐦𝐞𝐧𝐭 𝐒𝐭𝐫𝐚𝐭𝐞𝐠𝐢𝐞𝐬 𝐭𝐨 𝐅𝐢𝐧𝐝 𝐆𝐫𝐞𝐚𝐭 𝐂𝐚𝐥𝐥 𝐂𝐞𝐧𝐭𝐞𝐫 𝐀𝐠𝐞𝐧𝐭𝐬
https://buff.ly/3na1uvR

• 𝐆𝐞𝐧 𝐙: 𝐓𝐡𝐞 𝐍𝐞𝐰 𝐖𝐨𝐫𝐤𝐟𝐨𝐫𝐜𝐞 𝐀𝐰𝐚𝐤𝐞𝐧𝐬 𝐟𝐨𝐫 𝐁𝐏𝐎𝐬 𝐚𝐧𝐝 𝐂𝐚𝐥𝐥 𝐂𝐞𝐧𝐭𝐞𝐫𝐬
https://buff.ly/3Z9Rq3j

• 𝐇𝐨𝐰 𝐎𝐩𝐞𝐧 𝐀𝐜𝐜𝐞𝐬𝐬 𝐁𝐏𝐎 𝐈𝐦𝐩𝐥𝐞𝐦𝐞𝐧𝐭𝐬 𝐈𝐭𝐬 𝐏𝐫𝐨𝐠𝐫𝐚𝐦𝐬
https://buff.ly/3Z6tWfm

----------
Let us build your #CustomerService team and give your customers an unforgetable CX today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO4 days ago
𝗔𝗱𝗱𝗶𝗻𝗴 𝘃𝗮𝗹𝘂𝗲 𝘁𝗼 𝘁𝗵𝗲 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 𝗺𝗲𝗮𝗻𝘀 𝗴𝗼𝗶𝗻𝗴 𝘁𝗵𝗲 𝗲𝘅𝘁𝗿𝗮 𝗺𝗶𝗹𝗲 𝗳𝗼𝗿 𝘆𝗼𝘂𝗿 𝗰𝗼𝗻𝘀𝘂𝗺𝗲𝗿𝘀.
And the first step in providing value-added #CustomerSupport is knowing what's important to them.

Here are 5 ways you can make #CustomerExperience services extra special for both old and new customers: https://buff.ly/3LDfBnG

----------
Outsource now to give your customer the best brand experience possible: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CX #CustomerService
Open Access BPO
Open Access BPO4 days ago
To consumers, technical support agents play the role of digital first responders, saving the day when users encounter tricky technical problems on the device or software they're using.

Provide excellent #CustomerExperience and improve customer relationships by hiring #TechSupport Agents with these competencies: https://buff.ly/40nMUPJ

----------
Our stringent hiring & training practices ensure high quality #CustomerService for our customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CallCenter #TechSupport
Open Access BPO