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Industry Research : Enterprises See a Nearly 30% Spike in High-Risk Calls as Fraudsters Exploit Worry & Confusion

#contactcenterworld, @nextcaller

With COVID-19 bringing unprecedented challenges to enterprises and consumers alike, new research from call verification and fraud detection company, Next Caller, shows a worrisome increase in call traffic from bad actors looking to cash in on new vulnerabilities created by the global pandemic.

The company’s Fraud & COVID-19 Report: Preparing For Waves of Fraud and Consumer Confusion found that during the week of March 16 -- which coincided with the time that many Americans started staying home to curb the spread of COVID-19 -- there was an extraordinary strain placed on contact centers operated by Fortune 500 banking clients. While the rapid rise in call volumes may not be entirely surprising, Next Caller has uncovered a far more alarming trend.

Internal data reveals a massive increase in call spoofing, the primary technique phone criminals use to trick businesses into automatically matching them with customer accounts. While data suggests that consumer calling may ebb and flow weekly, suspicious or high risk calls have increased unabated. After just 3 weeks, high-risk calls are up 28% on average, outpacing the growth rate of overall call traffic-- suggesting that as concerned customers call in waves, hundreds of thousands of potentially fraudulent attacks pummel contact centers in their wake.

To shed light on the potential impact that this influx of criminal activity could have on both the enterprise and the general public, Next Caller combined internal data with a research study administered to over 1,000 Americans. Amongst the many findings, the study found that 32% of Americans believe that they have already been targeted by some form of fraud related to COVID-19.

With millions awaiting financial relief from the government's $2Trillion stimulus package, the activity seen to date may be the precursor to an impending tsunami of fraud aimed at stealing money and information from individuals. Widespread anxiety and confusion only threaten to exacerbate the problem by providing ample cover for fraudsters to stress-test contact center security systems.

"It’s no surprise that fraudsters are exploiting a chaotic circumstance, that’s the playbook," says Next Caller CEO Ian Roncoroni. "What is particularly dangerous is the timing and the broadening scope of the schemes. People are understandably confused and distracted, and so they may be more likely to let down their guard, especially when attacked from new and different directions. And while businesses are desperate to provide relief, contact centers don’t stand a chance when criminals can successfully pose as customers. It’s the perfect storm for fraud."

Findings from the report include:

- During the week of March 16-23, two Fortune 500 financial institutions saw call volumes spike over 35%. Telecommunications companies saw similar volume increases.

- In the most drastic case, during Week 3 one financial institution saw call volumes increase to almost 60% above Pre-COVID-19 levels. Call volume across all clients closed Week 3 up over 15% from traffic prior to Week 1.

- Weeks 1-3 show a steady rise in high-risk calls disproportionate to the ebb and flow of overall call traffic patterns.

- After 3 weeks, high-risk calls are up nearly 30% without a decline during that time period.

- At the same time, nearly 1-in-3 Americans (32%) say that they believe they’ve already been targeted by fraud or scams related to COVID-19.

- 52% of Americans are more concerned about being victimized by fraud than they normally would be due to COVID-19 related fraud and scams.

- Nearly 1-in-3 Americans are "not at all confident" that businesses and government institutions are taking the necessary measures.

#contactcenterworld, @nextcaller

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


About Next Caller:
Company LogoNext Caller helps you append a phone number with: Name, Address, Line Type, Email, Twitter Handle, Facebook Profile, Linkedin Profile, Age Range, Gender, Annual Household Income, Marital Status, Home Owner Status, Home Market Value, Length of Residence, Estimated Net Worth, Occupation, Education Level, and more. Next Caller also helps you detect call spoofing with real-time spoof detection.
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Today's Tip of the Day - Telephone Numbers

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

Published: Tuesday, April 14, 2020

Printer Friendly Version Printer friendly version

2024 Buyers Guide Headsets

 
1.) 
All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.

2.) 
Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing

3.) 
Headsets Connect

Since 1998, Headsets Connect has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

4.) 
Headsets123


Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.

5.) 
Jabra

Jabra
Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide

6.) 
JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.

7.) 
Leitner Headsets

Contact Center Headsets
Over one million North American businesses have purchased headsets from us in the past two decades – we understand headsets.

Leitner Headsets are the most durable contact center headsets backed by a 5 Year Warranty, giving you a best-in-class productivity tool that fits your needs (and your head). As the trusted experts, we make headsets simple to choose, and easy to use.

8.) 
Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.

9.) 
Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
 

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