By David Paulding, Regional Director, Genesys

High-profile security breaches continue to highlight the significance of fraud in the contact centre.

With data being stolen and customers being scammed out of large sums, the reputational and economic cost of these breaches for customer-facing businesses can be huge.

In many ways, the contact centre represents the perfect storm for these kinds of security problems.

On the one hand, we have contact centre agents who must deal with high workloads using the tools they have available to them. 

On the other hand, we have smart, determined fraudsters who are well versed in exploiting system vulnerabilities.

With that in mind, and with security an increasing concern, how can companies in the telecoms sector improve security in the contact centre to better protect themselves – and more importantly their customers?

Fraudulent activities against telecommunications companies continues to rise.

With this comes the increasing need for them to not only bulk up security but enhance and improve customer experience.

In order to do so, telcos must truly get to know their customer base.

They must understand their purpose, values and what is important to them in order to differentiate themselves from competitors.

Contact centre-related fraud is now truly ubiquitous and affects many areas such as mobile phone claims, account liquidation and policy surrenders.

For example, last year Three UK experienced a data breach when hackers accessed its database using stolen employee information, perhaps through a scam email.

This adds another complexity to the issue: how can telcos educate and reassure customers on when brand communications are genuine?

These issues point to two sides of the same coin – how can we prove who these people really are?

And more importantly, how do we know whether or not people are who they say they are?

In order to ensure that customers feel confident that they’re been contacted by a company representative, the fixes are relatively straightforward.

Partial customer details for example, are enough to demonstrate that the correspondence is genuine.

Another important protocol is education on what to do if the customer has even the slightest security concern.

Looking to inbound customer contact for the brand, identification technologies, like call display, can assist in this quest, acting as a gatekeeper.

This essential task has a dual benefit to the telecommunications industry: it addresses customer authentication and speeds up the process of customer engagement.

As a result it improves the customer journey.

Telecoms fraud takes place every day and the impacts can be significant, but it is very important for companies to understand that it is preventable.

Ensuring you are informed and have the security in place to prevent hackers from penetrating your systems will protect you and your customers from being exploited.


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