Fraud Management & Cybercrime , Fraud Risk Management , ID Fraud

OnDemand Webinar | Fraud in the IVR

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

About the Author

Information Security Media Group

Information Security Media Group (ISMG) is the world's largest media company devoted to information security and risk management. Each of its 37 media sites provides relevant education, research and news that is specifically tailored to key vertical sectors including banking, healthcare and the public sector; geographies from North America to Southeast Asia; and topics such as data breach prevention, cyber risk assessment and fraud. Its yearly global summit series connects senior security professionals with industry thought leaders to find actionable solutions for pressing cybersecurity challenges.

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