The Ins and Outs of Call Center Fraud

June 16, 2017

VoIP users have access to the caller ID field, and it can be set to whatever they want. This is a key advantage to those perpetrating fraud since they don’t need many technical skills to make this work. Fraud perpetrators have developed software to reset PINs and access accounts and IVR systems. This is called call center fraud.

Call center fraud has increased 113% from 2015 to 2016, according to the “Pindrop 2017 Call Centre Fraud Report.” This report prompted me to contact Pindrop’s David Dewey, Director of Research, who replied to a series of questions...