Security News > 2020 > December > Working together to suppress complex and organized fraud

Organizations with call centers must keep this in mind and take an omnichannel strategy to fraud mitigation: end consumers, call center agents, security teams, and technology must work together to stop fraud.

Fraudsters exploit self-service prompts and call flows to steal information they will use at a later date; with contemporary technology and machine learning, it's possible to predict probable fraud attempts up to two months in advance.

Up to 80% of real-time fraud attempts can be identified; agents can receive real-time risk scores for each of their calls.

These casual, ad hoc connections with peers aid fraud detection, but they're less likely to happen in this era of working from home.

If their coworkers are harder to consult, call center agents need every advantage they can get in the fight versus fraud.

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