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The Next Fraud Frontier: Call Centers

Only 2% of survey respondents reported attempted call center fraud in 2014. That number jumped to 13% in 2015.

By Tina Orem | Updated on November 10, 2015
The most common type of call center fraud was recon and social engineering, which uses public information to get call center agents to disclose or change sensitive information that criminals can use to steal money out of accounts.

Fraud attempts at call centers jumped more than six-fold in 2015 and the activity was fueled by a predicted post-EMV outbreak of card-not-present fraud, according to Atlanta-based identity technology firm IDology.

The survey, conducted in September, polled executives of clients in a variety of sectors, though 59% were at credit unions or other financial services firms, the company told CU Times. For the third year in a row, the survey said, the amount of survey respondents reporting an increase in all types of suspected fraud attempts rose; it’s now 46% versus 36% in 2013.

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Tina Orem

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