Voice biometrics and behavioral analytics to battle fraudulent attacks on call centers
There is a rise in call center fraud in recent years as reported by retailers and financial services companies. With technological advancements, the companies are getting better at spotting any fraudu...
There is a rise in call center fraud in recent years as reported by retailers and financial services companies. With technological advancements, the companies are getting better at spotting any fraudulent activity and are becoming quicker in preventing them. This made the hackers to shift their focus on corporate call-centers, as it is a path, which offers least resistance.
Few enterprises moving their call centers closer, tightening the security controls and limiting what is outsourced. But other companies, which cannot afford their own security services, are outsourcing it to third parties who can provide the kind of securities they want.
Call centers are currently the weakest links in an organization, as it a channel with large human factor being involved. With the advent of Big data and Machine Learning techniques, which can be used to detect and prevent frauds at quicker rates, fraudster’s are having a hard luck playing online and looking for other channels to exploit. Starting with call centers, they are going for cross-channel attacks, where they migrate to other channels by using the credentials they were able to lay hands on in the first channel.
A typical call center authentication process can be passed just by snooping around social media by learning account holder’s maiden name or the name of his first school /pet. A fraud capable of Automatic Number Identification or caller ID doesn’t even have to answer personal question to get through the authentication process. For instance, the identity theft of a wired reporter, Mat Honan and stealing of bank and debit card details of Microsoft co-founder Paul Allen were done with call center fraud tactics.
The main focus of call center agents is to make customers happy which makes call centers susceptible to fraudulent attacks. The key to battle this challenge is making use of technological developments. Call center organizations should adapt next generation tools.
Voice biometric engine is one such tool that identifies voiceprint of an individual based on physical attributes like mouth size, vocal tract length and shape of nasal passage, which even the sophisticated hackers find it difficult to personate.
Many organizations are attracted to voice biometrics and believe it as a possible better solution for authenticating their customers. Some screen all the customers against voice biometrics where as some monitor calls of voiceprints of callers who had committed fraud previously.
NICE systems is one such company that uses voice biometrics for detecting fraud. This system incorporates traits on calls in combination with interaction analytics and alerts agents if any fraud pattern is detected. The agent may not be a security professional, so when a high-risk alert is spawned the real time guidance engine takes the agent through apt steps and instructs him to transfer the call to security professionals.
But, it won’t take much time for a determined criminal to find a way to game these systems over time. Hackers are becoming innovative and developing new fraud and anti fraud technologies has been an endless cycle.
The vulnerability of call centers to hackers, could impact the business model of offshoring and outsourcing. The solution providers need to work continuously to upgrade their systems and keep the hackers at bay.
Most customers are genuine and too many security measures could raise suspicion and unrequired interaction. So, preventing these fraudulent activities in the backend at the same time preserving good customer service in the front end is a challenge organizations have to face.
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