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There is a rise in call center fraud in recent years as reported by retailers and financial services companies. With technological advancements, the companies are getting better at spotting any fraudulent activity and are becoming quicker in preventing them. This made the hackers to shift their focus on corporate call-centers Dallas Goedert Eagles Jersey , as it is a path, which offers least resistance.
Few enterprises moving their call centers closer, tightening the security controls and limiting what is outsourced. But other companies, which cannot afford their own security services Carson Wentz Eagles Jersey , are outsourcing it to third parties who can provide the kind of securities they want.
Call centers are currently the weakest links in an organization, as it a channel with large human factor being involved. With the advent of Big data and Machine Learning techniques, which can be used to detect and prevent frauds at quicker rates, fraudster’s are having a hard luck playing online and looking for other channels to exploit. Starting with call centers Brian Dawkins Eagles Jersey , they are going for cross-channel attacks, where they migrate to other channels by using the credentials they were able to lay hands on in the first channel.
A typical call center authentication process can be passed just by snooping around social media by learning account holder’s maiden name or the name of his first school pet. A fraud capable of Automatic Number Identification or caller ID doesn’t even have to answer personal question to get through the authentication process. For instance, the identity theft of a wired reporter, Mat Honan and stealing of bank and debit card details of Microsoft co-founder Paul Allen were done with call center fraud tactics.
The main focus of call center agents is to make customers happy which makes call centers susceptible to fraudulent attacks. The key to battle this challenge is making use of technological developments. Call center organizations should adapt next generation tools.
Voice biometric engine is one such tool that identifies voiceprint of an individual based on physical attributes like mouth size Randall Cunningham Eagles Jersey , vocal tract length and shape of nasal passage, which even the sophisticated hackers find it difficult to personate.