Contact Center Social Engineering/Fraud Article

Here is an interesting article on contact center fraud. There are many different types of fraud that can affect a contact center - classic social engineering (facilitated by spoofing caller ID), information harvesting, etc. The article covers some of that - confirming that it is easy to imitate a legitimate user, since it is easy to get basic personal information that is used for authentication.

The article also describes the issue where a consumers phone number is changed (via malware on their device) and then the bank uses that to call back for verification, but it turns out to be the attackers number.