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News : India's CBI Helped US Sleuths Shut Down a Call Centre Scam That Impersonated Microsoft at Times

#contactcenterworld

New York, NY, USA, Dec 30, 2020 -- A federal court has permanently shut down a US-based computer scam that preyed on elderly Americans using call centre operators in India resulting in losses of hundreds of thousands of dollars.

In a statement on Tuesday, the Department of Justice said that the court gave the permanent injunction against Michael Brian Cotter and four companies barring them offering technical support through telemarketing and web sites following a joint operation by US authorities and India's Central Bureau of Investigation (CBI).

The alleged fraudsters in some cases impersonated Microsoft, which brought cases to the attention of the Transnational Elder Fraud Strike Force., the Department said.

The Department had filed in October a request for the injunction against Cotter and the companies before the court in Miami, Florida, which is an area with a concentration of retirees, and a temporary injunction was granted immediately and was now made permanent.

Acknowledging India's cooperation, Acting Assistant Attorney General Jeffrey Bossert Clark said: "The Department is grateful for the cooperation of foreign law enforcement, including India's CBI, in investigating, disrupting, and prosecuting technical-support fraud schemes and other schemes originating abroad and directed at the American public."

The complaint said that Cotter allegedly worked with co-conspirators in India, but did not identify them.

One of the companies mentioned in the complaint is registered in Singapore.

The US federal government also took over 19 domain names like "assistmysoftware" and "helpforsoftware" that were used in the alleged scam to prevent their continued use.

According to the Department of Justice's complaint, the alleged fraud involved causing pop-up messages to appear on computer screens purporting to be from Microsoft or other companies falsely claiming that the computers were infected with viruses and asking the users to call a phone number for help.

When they called the number it was transferred to call centres in India from where the operators asked to access the computers and then claimed they had detected "non-existent" problems and charged them hundreds of dollars claiming falsely to fix fake issues on the computer, the complaint said.

The Department said that since President Donald Trump signed the Elder Abuse Prevention and Prosecution Act (EAPPA) into law in October 2017, it has participated in hundreds of enforcement actions against scams targeting seniors.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businessinsider.in


Today's Tip of the Day - SWAT Team

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

Published: Thursday, December 31, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Training

 
1.) 
CTCOMM

Call Centers
Contact Centers
Admin Training
Supervisor Training

2.) 
Davis-Mayo Associates

"Service Excellence" Customer Service Training
Live onsite training for your teams. Experienced by more than 450,000 people in 48 US states and 18 countries. No-nonsense approach by our experts with field-test content customized to your situation and using your scenarios.

3.) 
Lieber & Associates

Training Executives, Managers, Supervisors, and Reps
Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs,

Executive and manager sessions address topics such as customer experience, metrics, technology, AI, and video calls. Supervisor sessions train your leaders to better coach and motivate reps. Phone staff modules include sessions on customer service, order-taking, cross-selling, handling difficult calls, phone "soft skills," and more.
PH: +1-773-325-0608

4.) 
Manitoba Customer Contact Association

Making Training and Development Part of Your Corporate Landscape

Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.

Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.

Start the conversation: Explore our Training Page http://www.mcca.mb.ca/train...
(read more)
PH: 204-975-6468

5.) 
OMNI HR Consulting (Pty) Ltd

Human Capital & Organisational Development
Omni HR Consulting provides business and people development solutions through Training and Consulting services.

We work across a number of sectors to provide solutions from both a Skills Development / Business perspective.

Skills Development: accredited & non-accredited learning solutions including Learnerships, RPL solutions and Skills Programmes, including a curriculum for developing future skills.

Business Solutions: are designed to be customisable, relevant and industry-related to support businesses to achieve their strategic objectives and needs.
PH: +27 21 685 9160

6.) 
Orion Learning Services Inc.

Learning & Development
Learning & Development for Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
PH: 1-416-992-5158

7.) 
Vads

VADS Training Center
PT VADS Indonesia as a Learning Center provides trainers, modules, development programs for individuals and teams. VADS Indonesia owns a vast curriculum for training provided by local trainers with flexible training locations that can be arranged at the client's place or PT VADS Learning Center. VADS Provide knowledge process, transformation consultancy, customer service training, leadership training, interpersonal development, and training for trainers.

Benefit :
- Customizable training by experienced trainers
- Increase motivation and engagement
- Improves customer service skills and knowledge
PH: 0217991445

8.) 
The Forum

Get connected to raise standards. Established in 2000, we are celebrating 20 years of best practice, our community of professionals is recognised as the ‘go-to place’ for innovation in customer operations, from contact centre and digital to field, back office, branch & retail services, working across all industry sectors.

We offer an independent and trusted space for learning and sharing, proud to welcome members are into a thriving and active community to network with other like-minded professionals. Benchmark against the best in class and learn from innovators and pioneers. Our team of independent experts can also offer bespoke advice, consultancy and training. We have helped many organisations develop the capability of their vital support functions.
PH: +44 (0)3331235960
 

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