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

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




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


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


Here are some suggested Connections for you! - Log in to start networking.

Rory Aditya
Manager Digital Service of Retail Customer Care
Iris Lim
Director, Member Services and Operations
Jingga Wahyu Buana
Junior Officer Assesment, Diagnose, and Data Management
Richard Kimber
CEO and Founder

Industry Research : TransUnion Report Shows Fraud Attacks on Financial Industry Call Centers Rising

#contactcenterworld, @transunion

At a time when commerce is increasingly conducted digitally, consumers still expect and rely on call centers to deliver timely and trustworthy customer service when they need it. However, according to a new TransUnion (NYSE:TRU) report, these call centers have increasingly become a target for fraud, leading to a complicated balancing act of delivering efficient service and maintaining customer account security.

The new TransUnion report featured findings from its recent 2023 State of Omnichannel Authentication survey of call center organizations to determine how organizational leaders across industries apply authentication to improve customer experience and fraud mitigation.

The survey found that more than half of respondents say that fraud attacks on call centers are on the rise, based on growth from 2021 to 2022, with financial industry respondents noting an even more acute increase, with a full 90% of respondents indicating at least some observable growth in attacks. One in five respondents from the financial industry indicated that attacks were up more than 80% over the survey period.

Change in call center fraud attacks 2021–2022
Financial Industry All
Decreased 0% 9%
Stayed about the same 10% 41%
Increased 0%-10% 10% 19%
Increased 11%-25% 30% 14%
Increased 26%-50% 20% 9%
Increased 51%-75% 10% 3%
Increased 76%-100% 10% 3%
Increased 100%+ 10% 2%

"Through the use of tactics such as spoofed phone numbers and social engineering, combined with personal information obtained from identity theft scams and data breaches, fraudsters have become more focused on call centers as a target to access and take over accounts (ATO)," said Lance Hood, senior director of omnichannel authentication at TransUnion. "More than ever, it’s critically important for call centers to find effective and efficient ways to separate legitimate callers from potentially fraudulent, high-risk ones in a way that reduces friction for the consumer."

The report also shows that nearly two-thirds of financial industry respondents indicated that most account takeovers start in the call center. Because identity fraud in financial services, such as account takeover or synthetic identities, results in direct financial crime, the financial industry has an even more pronounced incentive to guard against fraud in call centers, but in a way that is as efficient as possible for financial services organizations and their customers.

The survey showed that, for call center organizations operating in the financial industry, 90% of respondents indicated that new technologies for fraud detection should be seamless or invisible for customers when calling. This is up from 76% for all respondents who answered the question. Similarly, 70% of respondents from the financial industry believe these technologies must provide authentication accuracy, while 80% believe these technologies should support the authentication of legitimate callers and detect risky callers.

The report highlighted the need to stop fraudsters before they can reach and socially engineer contact center agents or probe vulnerabilities within the Interactive Voice Response (IVR) systems. Nearly two-thirds of financial industry respondents and 70% of survey respondents overall would like authentication to begin before any agent interaction occurs. For example, the use of technologies that will match unknown callers to the client Customer Relationship Management (CRM) can ultimately reduce the need for further agent authentication. Another example of this technology in action could be found in a pre-answer risk assessment, which can help better determine if a call is being spoofed or virtualized, the most common techniques used by fraudsters when calling into a call center.

Implementing effective call inspection technologies such as these would allow call center professionals to focus on providing customer service rather than interrogating peoples’ identities and at the same time, being less vulnerable to social engineering. Accordingly, callers could have their needs addressed more quickly and with less time spent on Knowledge-Based Authentication (KBA) questions and other forms of unnecessary friction.

"The implementation of end-to-end call inspection authentication enhancements by call center organizations, through the use of solutions such as TruValidate, can help in the delivery of more secure and efficient experiences while protecting the call center," said Hood. "Identifying potential fraudsters before they have a chance to connect with a call center agent reduces risk, allows for the agents to spend more time helping customers and less time verifying a caller is legitimate, and also allows more of an organization’s fraud-fighting resources to be targeted to those calls that are truly risky."

TransUnion conducted an online survey in the summer of 2023 among contact center operations, customer experience, or information technology professionals. The primary markets represented by respondents were technology and financial services.

#contactcenterworld, @transunion

Posted by Veronica Silva Cusi, news correspondent

About TransUnion:
Company LogoTransUnion is an American company that provides credit information and information management services to approximately 45,000 businesses and approximately 500 million consumers worldwide.
Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Select The Right Application

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

Published: Wednesday, November 8, 2023

Printer Friendly Version Printer friendly version

2023 Buyers Guide Messaging Systems


miSecureMessages is an encrypted messaging application designed as a pager replacement for healthcare organizations, call centers, and enterprise environments.


Voice to Digital Connect, Agent Guided Workflows
Cielo helps companies improve customer service experiences in the voice channel by connecting them to ai digital journeys that resolve issues.

Voice to Digital Connect works in the IVR and gives mobile customers the option to skip the wait and connect to an ai chatbot that is built to resolve specific low-touch repetitive issues, all via text.

Guided workflows automate the many steps agents need to take to resolve a customer issue with AI-powered procedures, all within one agent-guided screen. It integrates directly onto the agent’s desktop with digital applications that create a hybrid voice + digital experience that reduces AHT and improves first-call resolution.

Our Application...
(read more)

eGain Corporation

Messaging Hub
eGain has rearchitected its platform to handle the messaging channels in a new way. eGain Customer Engagement Hub™, the platform that unifies knowledge, AI, analytics, and conversations to ensure that no channel is left in a silo, also powers the eGain Messaging Hub.

Startel Corp.

Contact Center Software
Startel is a leading provider of unified communications, business process automation and performance management solutions for contact centers. Since its founding in 1980, Startel has established a loyal customer base from a variety of industries, including contact centers, education, healthcare, insurance and telephone answering service. Startel's solutions are designed to enhance the customer experience, improve employee productivity, reduce operating costs, and increase revenues.


Chat, Synthetix’s multichannel live chat solution offers customer support in real-time, driving huge efficiencies.

When customers have complex queries that require human intervention, live chat proves far more efficient than traditional channels. Not only is it quicker and more convenient than waiting on hold to be dealt with, but with AI-powered features, it produces massive ROI.

With concurrent chat slots, a live key-press feed and AI-predictive suggestions that recommend articles in real-time, Synthetix Chat reduces average handling times by up to 50% compared to standard live chat.

About us - in 60 seconds!

Join Our Team

Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
Showing 1 - 1 of 2 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =