Data: Calling Out Call Center Fraud

November 8, 2017

In the wake of the 2015 EMV liability shift, it was widely assumed that fraud would migrate predominantly online. While this has happened — irrespective of the impact of EMV — there are other card not present channels that are often overlooked but are experiencing something of a crime wave.

Call centers are still vital to the retail transaction process. According to Google, 61% of mobile users value the option to call a business during a purchase. And call centers are becoming a prime target for fraud due to some shockingly lax controls and the ease of social engineering attacks in an environment where employees are trained to put the customer first...