How Monitoring Your IVR Helps Predict and Reduce Fraud in the Contact Center

pindrop

Fraudsters exploit IVRs to surveil accounts and to operationalize their fraud and planning tactics. . Highly trained and organized, professional fraudsters can manipulate even seasoned agents into taking over accounts. Employing software capable of leveraging all data in the call lifecycle, even the non-audio data from within an IVR, can help identify: . At-risk accounts across communication channels. A simplified way to identify at-risk accounts .

How Identifying Key Behaviors in the IVR Helps Predict and Reduce Fraud in the Contact Center

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The IVR call experience has become feature-rich and simpler to use, allowing fraudsters to gain access to data quickly. Fraudsters exploit the IVR to surveil accounts and to operationalize their fraud and planning tactics. The “man in the call” is still present on the line.

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3 Way Call Recording and Quality Management can save your business money

Enghouse Interactive

Call Recording for Cost Savings – How? Process Flow: One of the most important operating principles in contact centers is the adherence to communication scripting and workflow. Interaction recording (for calls and text-based media) can help ensure that the organization focuses on, and adheres to, proper scripting and processes, which results in higher rates of ‘First Contact Resolution’. For calls, this is a well-structured IVR; for chats, this is a user-friendly BOT.

3 Way Call Recording and Quality Management can save your business money

Enghouse Interactive

Call Recording for Cost Savings – How? Process Flow: One of the most important operating principles in contact centers is the adherence to communication scripting and workflow. Interaction recording (for calls and text-based media) can help ensure that the organization focuses on, and adheres to, proper scripting and processes, which results in higher rates of ‘First Contact Resolution’. For calls, this is a well-structured IVR; for chats, this is a user-friendly BOT.