3rd Party Remote Call Monitoring Feature

Despite technological investments, call center fraud is still a concern, particularly for call centers whose business is in finance or other industries that deal with sensitive information.

A common practice for fraudsters is to gather information online about a particular user through phishing emails, as well as through social networking sites, in preparation for a call center scam. Essentially, they farm information about an individual and then call the contact center and use all that information to attempt to pass the authentication challenges, as well as to manipulate the call center agents.

Typically, individual bank accounts are targeted.

This is where voice biometrics can help stop fraud in its tracks. According to InformationWeek, integrating voice biometrics means that call centers can analyze voice characteristics, such as dialect, speaking style and pitch. By collecting and archiving voice characteristics of customers, call centers can authenticate customers' identities when they call in.

Call centers are unfortunately easy targets for fraudsters. A person can deceive call center staff into sharing sensitive information. Layered security is the key to avoiding an otherwise messy mistake. By having call center agents ask more pertinent questions instead of just “strong” security questions alone, in addition to using a voice biometric solution, it’s that much easier to prevent stolen identities or releasing sensitive information to the wrong person.

Voice biometrics can also save time and money by offering the best possible experience a customer can have with a contact center: never having to call one to begin with. In this scenario, a reduction in calls to a call center means more cost-effective operations.

Not all call centers are capable of implementing voice biometrics due to its start up cost, which is why call centers shouldn’t eschew traditional monitoring methods.

With call monitoring and recording methods, businesses can take an active part in their own risk reduction. Voice and data gathering can protect against fraud, resolve legal disputes, provide accuracy of verbal communications and monitor threatening calls.