Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

THE NEXT EVENT STARTS IN: 4 DAYS - REGISTER NOW -

Upcoming Events

CUSTOMER EXPERIENCE BEST PRACTICES

CUSTOMER LOYALTY

ARTIFICIAL INTELLIGENCE AND TECH SOLUTIONS

WORKFORCE MANAGEMENT

TRAINING IN CONTACT CENTERS

News : Consumers Lose $40B Annually to Telemarketing Scams

#contactcenterworld, @ePlanetComm

Salt Lake City, UT, USA, Jan 17, 2017 -- As advances in telecommunications technology continue to make it easier to dupe the unsuspecting American with phone scams, business processing outsourcing (BPO) fraud is increasingly causing anxiety among U.S. lawmakers, courts, businesses and agencies.

According to a Louis-Harris survey, 92% of U.S. adults report having received a fraudulent telemarketing call. In fact, all told consumers may lose about $40 billion a year through telemarketing scams. Businesses must also beware when choosing the right BPO service for their company.

In the U.S., enforcement of telecommunications fraud law has been difficult as many of these telemarketing scam calls are placed outside of the U.S. Using Voice Over Internet Protocol (VOIP) technology, scammers are easily able to operate from anywhere and mask the origin of their calls. Recent raids in Mumbai, for instance, have uncovered a vast call center racket targeting over 366,000 Americans. Employees of this fake BPO company in India impersonated Internal Revenue Service (IRS) agents citing mistakes in their tax returns and threatening jail time if their demands for money were not met. Fraudulent calls from this BPO ring elicited $15.5 million from victims. Authorities believe the call centers in Mumbai may be just a small part of a huge international syndicate.

Ring2 Dashboards & Wallboards Free Trial

"Telemarketing scams are a real concern for those in the BPO industry," says Asad Khan, Founder of ePlanet Communications Inc, a global BPO provider. "BPO providers must offer as much transparency as possible to inspire confidence and ensure clients that their services are fair and reliable. To remain transparent, BPOs should provide the public with information about their organizational structure, commitment to the client, capabilities, investment areas and any other information that will not compromise security."

Ethical companies originally used BPO to cut costs and increase efficiency, but over time BPO has become a necessity to drive revenue, remain competitive, and effectively connect with consumers. Global Industry Analysts, Inc. reported that the BPO industry as a whole is expected to reach $220 billion by 2020. This is in part due to the pressures for businesses to increase their customer satisfaction.

"Businesses who hire a BPO company to do their contact call centers, need to be able to maintain a certain level of trust knowing their customers are being treated fairly and professionally," adds Khan. He mentions that when stories of BPO fraud begin circulating around the business world, the level of trust in legitimate BPO companies is tarnished and it ultimately effects the entire industry. Khan advised consumers, if a caller seems suspicious, the best practice is to hang up and file a complaint with the Federal Trade Commission (FTC).

"Phone scams can be very sophisticated," says Khan. "Workers are trained to speak with an American accent and are taught persuasion tactics. We need to be sure that instances of fraud are reported to the FTC, in order to reestablish the sense of security in the BPO industry."

#contactcenterworld, @ePlanetComm

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.prweb.com


About ePlanet Communications:
Company LogoePlanet Communications is a global business process outsourcing provider with extensive experience in call center operations, digital media solutions, and direct response solutions. By using its integrated channel management capabilities and highly-trained staff, ePlanet develops and deploys inbound and outbound customer support fully integrated with its clients’ marketing campaigns.
Company RSS Feed   Company Facebook   Company Twitter   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Crazy But True!

Read today's tip or listen to it on podcast.

Published: Monday, January 23, 2017

Printer Friendly Version Printer friendly version

2020 Buyers Guide Visual Communications

 
1.) 
Chatvisor

Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.
 

Survey - Online Event

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =