Virtual Call Center Software: Enhance Call Center Productivity & Functionality
2016 Call Center Fraud Report
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Transcript of 2016 Call Center Fraud Report
![Page 1: 2016 Call Center Fraud Report](https://reader036.fdocuments.net/reader036/viewer/2022070512/589bd9521a28ab92618b7073/html5/thumbnails/1.jpg)
2016 Pindrop™. Confidential.
CALL CENTER FRAUD REPORTDr. David DeweyDirector of Research, Pindrop
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2016 Pindrop™. Confidential.2016 Pindrop™. Confidential.
THE CALL CENTER IS THE WEAKEST LINK
Human Element IVR Blind Spot Caller ID PII & KBA
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2016 Pindrop™. Confidential.2016 Pindrop™. Confidential.
WHAT IS CALL CENTER FRAUD?
Fraud TransactionPre-Fraud Post-Fraud
• Gather & Test Data• Change Contact Info• Reset PIN or Password• Set Travel Notification
• Wire Transfer• Card-Not Present• New Line of Credit• Loan Against Policy
• Check Transaction Status
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2016 Pindrop™. Confidential.2016 Pindrop™. Confidential.
CROSS CHANNEL FRAUD
PHYSICALHighly Defended
6+ Layers of Security
ONLINEHighly Defended
6+ Layers of Security
PHONELightly Defended
1-2 Layers of Security*
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2016 Pindrop™. Confidential.
CALL CENTER FRAUD ATTACKS
2013 2015
1:2900
1:2000
• Growth Since 2013: 45%
• Contributing Factors:• Recent Data Breaches• US Chip Cards• Increased Security in
Other Channels
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2016 Pindrop™. Confidential.
FRAUDULENT TRANSACTION LOSSES
2013 2015
$0.57$0.65
• Includes Only Phone Channel Losses
• Growth Since 2013: 14%
• Contributing Factors:• Fraudster Sophistication• Targeting Higher Value
Accounts
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2016 Pindrop™. Confidential.2016 Pindrop™. Confidential.
HIDDEN COST OF FRAUD
Experience Operations Cost Brand Regulatory Risk
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2016 Pindrop™. Confidential.
KNOW YOUR FRAUDSTERYou Might Be Talking to a Fraudster if…
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2016 Pindrop™. Confidential.
FRAUD WEAPONS OF CHOICE - VOIP
Fraud Non-Fraud
VoIP42%
• Contributing Factors:• Cost Efficiency• Spoofing• Difficult to trace
VoIP16%
LL23% LL
39%
Mobile35%
Mobile46%
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2016 Pindrop™. Confidential.
FRAUD WEAPONS OF CHOICE - MOBILE
2011 2012 2013 2014 2015
• Contributing Factors:• Cost Efficiency• Spoofing• Difficult to trace
Mobile
Landline
VoIP
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2016 Pindrop™. Confidential.
Fraud Non-Fraud
FRAUD ORIGINS - INTERNATIONAL
Int.49%
• Contributing Factors:• International
Organized Crime• Fewer Regulations• Difficult to Prosecute• Spoofing
Int.11%
Dom.51%
Dom.89%
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2016 Pindrop™. Confidential.
FRAUD ORIGINS - DOMESTIC
2014 2015
• Contributing Factors:• US Chip Cards• Phone/Physical
Cross-Channel Attacks
36%
51%
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2016 Pindrop™. Confidential.
INDUSTRY VARIATIONS
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2016 Pindrop™. Confidential.
FINANCIAL INSTITUTIONS - ATTACKS
Brokerage Credit Union Bank Card Issuer
1:27001:2000
1:1400
1:800
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2016 Pindrop™. Confidential.
FINANCIAL INSTITUTIONS - EXPOSURE
Brokerage Credit Union Bank Card Issuer
$10M
$29M
$11M $11M
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2016 Pindrop™. Confidential.
LIFE INSURANCE – HIGH EXPOSURE
Fraud Attack Rates
Avg. Call Center Life Insurance
Fraud Exposure
$11M
$31M
Avg. Call Center Life Insurance
1:2000
1:12000
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2016 Pindrop™. Confidential.
DEVICE INSURANCE – HIGH ATTACK RATES
Life In-surance
Brokerage Credit Union Bank Card Issuer Device Insurance
1:2700 1:20001:1400
1:800
1:12000
1:300
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2016 Pindrop™. Confidential.
INTERNATIONAL VARIATIONSUS vs. UK
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2016 Pindrop™. Confidential.
LONG TERM EFFECTS OF CARD-NOT-PRESENT
Fraud Attack Rates
UK US
Fraud Device Types
UK US
1:700
1:1700
Dom.72%
Dom.48%
Int.52%
Int.28%
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2016 Pindrop™. Confidential.
MOBILE FRAUD IN THE UK
UK
US Mobile37%
Mobile64%
Landline14%
Landline16%
VoIP46%
VoIP22%
![Page 21: 2016 Call Center Fraud Report](https://reader036.fdocuments.net/reader036/viewer/2022070512/589bd9521a28ab92618b7073/html5/thumbnails/21.jpg)
2016 Pindrop™. Confidential.2016 Pindrop™. Confidential.
METHODOLOGY: PHONEPRINTING™
Pindrop’s Patented Phoneprint™
147 factors analyzedon every call
Risk ScoreEvery call, every time
Initial call
Geo-Location
Call Type
Risk Factors
Unique Phone
LossPacket loss, Robotization, Dropped frames
SpectrumQuantization, Frequency filters, Codec artifacts
NoiseClarity, Correlation, Signal-to-noise ratio
80%+ detection rate of ALL fraud calls <1% false positives
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2016 Pindrop™. Confidential.
KEY TAKEAWAYS
• Enterprise call center fraud is expensive and growing fast
• Phone channel pre-fraud contributes to cross-channel attacks
• Fraudsters are targeting new industries with sophisticated attacks
• The UK offers the US a glimpse of the future of call center fraud
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2016 Pindrop™. Confidential.
RECOMMENDATIONS
• Implement solutions to monitor and detect phone fraud
• Prevent attacks by monitoring for pre-fraud
• All industries should be aware of their expected fraud rates and exposure
• Use Phoneprinting to identify fraud risk factors
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2016 Pindrop™. Confidential.
Q & ADownload the full report atwww.pindrop.com