OnDemand Webinar | Fraud in the IVR
In this webinar, Sr. Account Executive, Darren Baldwin and VP, Business Intelligence, Shawn Hall, walk you through IVR fraud and present recommendations on how you can address it and protect your entire call center. The rate of fraud calls to the IVR (1 in 2600) is nearly identical to the rate of fraud calls to live agents (1 in 2200). Even as fraud professionals face significant challenges in the way they work including reviewing calls from home, rapid increase in the volume of fraud cases and operational bottlenecks, they should consider if they are fully protected from external risks. Fraudsters attack the IVR to test and mine for account numbers, reset pin numbers, take over accounts, request new cards, and phish for customer data without ever touching an agent. These activities drive up fraud losses.
Call center fraud and operations professionals will find this Pulse installment particularly of interest as Darren and Shawn discuss the motivations and strategies behind targeting IVRs:
- How to detect attacks early in the reconnaissance phase as it hides in your IVR
- How operations cost increases as a result of IVR Fraud and how they it can be reduced
- How to increase IVR self-service capabilities safely, reduce handle time and increase customer satisfaction